Publication: Analitik hiyerarşi yöntemi ile müşteri memnuniyeti açısından uygun granitin seçimi üzerine bir uygulama
Abstract
ANALİTİK HİYERARŞİ YÖNTEMİ İLE MÜŞTERİ MEMNUNİYETİ AÇISINDAN UYGUN GRANİTİN SEÇİMİ ÜZERİNE BİR UYGULAMA Günümüzde gelişen teknoloji; ulaşım, haberleşme, sağlık, eğitim ve yönetim gibi birçok alanda yarar sağlamakta ve hayatımızı kolaylaştırmaktadır. Gelişen teknoloji aynı zamanda karşılaştığımız problemlerin çözüm yöntemlerini de değiştirmektedir. Problem çözümlerinde genellikle optimal sonucu elde etmek içinde belli bir amaç doğrultusunda karar vermemiz gerekmektedir. Bu çalışmada granit seçiminde müşteri memnuniyetinin optimize edilmesini incelenecek ve müşteri memnuniyetini sağlayan en uygun granitin seçiminde birden fazla kriterin etkili olması nedeniyle problemin çözümünde Çok Kriterli Karar Verme (ÇKKV) yöntemlerinden yararlanılacaktır. Nitel ve nicel kriterleri bir arada değerlendirebilen bir ÇKKV yöntemi olan Analitik Hiyerarşi Yöntemi (AHY) çalışmadaki kriterlerin bir kısmının nitel bir kısmının nicel olması sebebiyle tercih edilmektedir. Bu çalışmada, müşteri memnuniyetini sağlayan granitin seçimi problemine değinilmiş, Analitik Hiyerarşi Yöntemi kullanılarak karar vericilerin kriter ve alternatiflere verdikleri değerlere göre müşteri memnuniyeti optimizasyonunu sağlayan granit seçilmiştir. Karar Verme, Analitik Hiyerarşi Yöntemi, Müşteri Memnuniyeti
AN APPLICATION ON SELECTION OF APPROPRIATE GRANITE BY ANALYTIC HIERARCHY PROCESS (AHP) IN TERMS OF CUSTOMER SATISFACTION Today, developing technology, provides benefits in many are as such as transportation, communication, health, education, and management, and make sourlives easier. Develping technology changes solution methods of problems encountered as well. In problem solving to obtain optimal results we have to make decision toward certain purposes. In this study, we will analyse the optimisation of customer satisfaction in granite selection. Because of presence of many effective criterion in choosing the most suitable granite for customer satisfaction, in solving of the problems Multiple Criteria Decision Making (MCDM) methods will be used. In this study the Analytic Hierarchy Method (AHM) is preferred which is an MCMD method can ases qualitative and quantitative criteria stogather; due to having combination of quantitative and qualitative criterias in our study. In the first part of study there will be informations about the decision making concept and it’s features, multi-criteria decision-making methods and kinds of decision-making.In the second part AHP method, which is method we have used in the study will be examined in detail. In the third part concepts related to customers at is faction will be explain and in the last section there will be some aplications by using AHM and obtained result will be evaluated. Decision Making, Analytic Hierarchy Method, Customer Satisfaction
AN APPLICATION ON SELECTION OF APPROPRIATE GRANITE BY ANALYTIC HIERARCHY PROCESS (AHP) IN TERMS OF CUSTOMER SATISFACTION Today, developing technology, provides benefits in many are as such as transportation, communication, health, education, and management, and make sourlives easier. Develping technology changes solution methods of problems encountered as well. In problem solving to obtain optimal results we have to make decision toward certain purposes. In this study, we will analyse the optimisation of customer satisfaction in granite selection. Because of presence of many effective criterion in choosing the most suitable granite for customer satisfaction, in solving of the problems Multiple Criteria Decision Making (MCDM) methods will be used. In this study the Analytic Hierarchy Method (AHM) is preferred which is an MCMD method can ases qualitative and quantitative criteria stogather; due to having combination of quantitative and qualitative criterias in our study. In the first part of study there will be informations about the decision making concept and it’s features, multi-criteria decision-making methods and kinds of decision-making.In the second part AHP method, which is method we have used in the study will be examined in detail. In the third part concepts related to customers at is faction will be explain and in the last section there will be some aplications by using AHM and obtained result will be evaluated. Decision Making, Analytic Hierarchy Method, Customer Satisfaction