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Full Length Research Paper
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Critical factors influencing customer value for global
shipping carrier-based logistics service providers using
Fuzzy AHP approach
Ji-Feng Ding
Department of
Aviation and Maritime Transportation Management, Chang Jung
Christian University, No. 396,
Sec. 1, Chang-Rong Rd., Gui-Ren, Tainan County 711, Taiwan
(R. O. C.). E-mail:
jfding@mail.cjcu.edu.tw.
Tel: +886-6-2785123,
Ext. 2263. Fax: +886-6-2785056.
Accepted 28 May, 2010 |
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Abstract |
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The key
purpose of this research is to apply fuzzy
analytic hierarchy process (AHP)
approach to empirically study the critical factors influencing
customer value for global shipping carrier-based logistics
service providers based upon the customers’ perspective. To
facilitate the main issue for obtaining critical factors, the
four key value metrics - service, quality, cost, and cycle time
- are employed to derive those initially important factors
firstly. These factors have been discussed and publicized in
academic and management fields and can be summarized as four
aspects and seventeen initially factors. Subsequently, the
proposed fuzzy AHP approach is used to measure relative weights
for evaluating these factors. Finally, the systematic appraisal
approach is to perform the empirical survey via AHP
questionnaires. The
results of this study show that: (1) quality
is the highest aspect for customer value from the customers’
perspective in Taiwan, and the time is the lowest one; and (2)
the top four
critical
factors
influencing customer value
are
reasonableness of price,
related direct costs,
safety,
and
customer satisfaction, respectively.
Key words:
Customer value, shipping, Fuzzy analytic hierarchy process
(AHP). |
