A Study for the Model of Business Choice Management Activities Based on Customer Satisfaction– An Example for the Taiwan Manufacturing Industry.

• Main Authors: Shi-Hong Lin, 林世閎
• Other Authors: Zheng-Hua Wang
• Format: Others
• Language: zh-TW
• Published: 2006
• Online Access: http://ndltd.ncl.edu.tw/handle/16076909601735080225

碩士 === 長榮大學 === 經營管理研究所(在職專班) === 94 === Abstract Since management science has been developed, applied and became a professional and important social science, various types of management activities also has been developed continuously through the time trend as to be applied by businesses. While these management activities have been adopted by businesses, the businesses care about the result of whether the cost is decreasing; the operation efficiency or the quality is increasing; the delivery is short; the customer service is better; the purchase orders are increasing; and the customer satisfaction is increasing, etc. However, it is pity that some businesses do not know which management activities can attain the above targets after many management activities have been used. They just adopt the management activities which used by the majority. Although there has been many management activities adapted in the world, and the relations between management activities and the above targets have been studied in many literatures; there are few on studying which management activities can effectively achieve those targets. The relationship between management activity and customer satisfaction were studied in many literatures as well. We also understand that customer satisfaction would influence those targets that businesses care about. Therefore, it has a delicate relationship between management activity and customer satisfaction. Based on the purpose of customer satisfaction, the research for which management activity can effectively increase customer satisfaction has not been found in theses yet. However, it is worth to explore whether customer satisfaction will increase when these management activities have been adopted by businesses. So the aim of this study focuses on exploring the management activity in the Taiwan top 500 manufacturing industries based on customer satisfaction. This research used the methods of Borda Function and Fuzzy Analytic Hierarchy Process (Fuzzy-AHP) to analyze the data. Besides, to investigate the rank of management activities for the current manufacturing industries and to use this results effectively to improve customer satisfaction. The findings are listed as below: 1. The major choice system of the manufacturing industries management activities has been constructed. Based on the 14 common Asian management activities of the study of Bain & Company, Inc. in 2004 (2005), there are 14 main dimensions and 56 sub- dimensions. Firstly, opinions can be made by interviewing experts and scholars. Then, the method of Borda Function can be used to choose 7 common management activities in Taiwan manufacturing industries. 2. The choice model of the Fussy-AHP management activity is developed by Taiwan manufacturing industries. The choice model of this study was on the basis of mathematics which can reflect the impact causing by fuzzy situations on decision making. Also, it can provide valuable information about the choice of management activities by using numeric form. Using the system of FAHP model, it can analyze the impact on all dimensions and customer satisfaction, and it shows a correct direction to conduct management activities as well. Therefore, the choice model becomes practicable. The aim of this study focuses on exploring the management activities for the top 500 manufacturing managers in Taiwan. This research also used the accurate FAHP method to get 7 main dimensions and 28 sub-dimensions. 3. An empirical study was conducted by examining the choice model. These 7 main dimensions and 28 sub-dimensions can be the references and indications; they also can be the key factors of increasing customer satisfaction in Taiwan manufacturing industries. Keyword: Management Activity, Customer Satisfaction, Choice Model, Borda Function, Fuzzy Analytic Hierarchy Process (Fuzzy-AHP).