Development of a customer satisfaction evaluation model for construction project management

Purpose – As the modern manufacturing twining seamlessly with logistics operations for value adding services, logistics service is becoming more and more significant. Under this research background, the purpose of this paper is to introduce an innovative evaluation model for customer satisfaction using fuzzy analytic hierarchy process (FAHP). Design/methodology/approach – This model uses triangular fuzzy concept to determine the weight of each index so that subjective or objective weighting is addressed. A case study from two large express companies in China is used to demonstrate the feasibility and practicality of the proposed model for examining customer satisfaction. Findings – One of the key findings is that Company B has higher customer satisfaction than Company A due to its quick response and flexible logistics strategy. This paper has several contributions. First, A FAHP-based customer satisfaction evaluation model is proposed for the logistics service. Second, the triangular fuzzy concept is introduced to determine the weight of each index so as to addresses the limitation of subjective or objective weighting method. Third, a case study demonstrates the implementation of the model. Research limitations/implications – First, this paper considers the fuzzy AHP for the customer satisfaction evaluation. Comparing with other multi-criteria decision-making methods like data envelopment analysis, evidential reasoning approach, and multi-attribute value theory will be carried out in the near future. Second, the manufacturing modes like make-to-order, make-to-stock, and mass-customized production may have different logistics support so that the final products may reach the final targets quickly. How to evaluate various mode-based logistics and their customer satisfactions have great significance. Finally, Big Data-enabled customer satisfaction evaluation approaches may be a possible solution. Practical implications – Based on the data from questionnaire, it is found that, in practical applications, manufacturing enterprises should amend the index system according to the specific business scope and the production characteristics. Manufacturing enterprises need to collect large amounts of data through market research and conduct the measurement on the related coefficient between the measurement indicators and customer satisfaction degree. After that, they can make sorting and filtering on the measurement index according to the measurement results. Social implications – Customer satisfaction is very important to manufacturing and logistics enterprises due to its time constraints. The physical products with services like logistics are paid close attention to by the final customers. Originality/value – The contribution of this paper is as follows: a FAHP-based customer satisfaction evaluation model is proposed for the logistics service; triangular fuzzy concept is introduced to determine the weight of each index so as to addresses the limitation of subjective or objective weighting method; a case study was used to demonstrate the implementation of the model. One of the key findings is that Company B has higher customer satisfaction than Company B due to its quick response and flexible logistics strategy.

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A Customer Satisfaction Evaluation Model for Mobile Internet Services

Lecture Notes in Computer Science - Human-Computer Interaction with Mobile Devices and Services ◽

10.1007/978-3-540-45233-1_31 ◽

2003 ◽

pp. 374-377

Author(s):

Hee-Sok Park ◽

Seung J. Noh

Keyword(s):

Customer Satisfaction ◽

Evaluation Model ◽

Mobile Internet ◽

Internet Services ◽

Customer Satisfaction Evaluation ◽

Satisfaction Evaluation

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Research on Evaluation Method of E-Commerce Customer Satisfaction Based on Cloud Model

Applied Mechanics and Materials ◽

10.4028/www.scientific.net/amm.411-414.2258 ◽

2013 ◽

Vol 411-414 ◽

pp. 2258-2264

Author(s):

Li Min Tao ◽

Xi Kun Liang

Keyword(s):

Customer Satisfaction ◽

Evaluation Method ◽

Comprehensive Evaluation ◽

Cloud Model ◽

Evaluation Model ◽

Qualitative Evaluation ◽

Evaluation Index System ◽

Research On Evaluation ◽

Customer Satisfaction Evaluation ◽

Satisfaction Evaluation

Customer satisfaction is an important index to measure the enterprise product and service quality, customer satisfaction evaluation of e-commerce enterprises is an important part of its overall assessment. In this paper, starting from the customer satisfaction, evaluation index system is established; the evaluation model of electronic commerce enterprise based on cloud model is constructed, customer satisfaction is made a scientific comprehensive evaluation. Compared with the traditional method of qualitative evaluation, qualitative evaluation method based on cloud model is practical, and the result is intuitive, comprehensive and profound, more in line with the actual situation.

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Sustainable Construction Project Management (SCPM) Evaluation—A Case Study of the Guangzhou Metro Line-7, PR China

Sustainability ◽

10.3390/su11205731 ◽

2019 ◽

Vol 11 (20) ◽

pp. 5731 ◽

Cited By ~ 6

Author(s):

Na Dong ◽

Yanting Fu ◽

Feng Xiong ◽

Lujie Li ◽

Yibin Ao ◽

...

Keyword(s):

Sustainable Development ◽

Performance Evaluation ◽

Project Management ◽

Evaluation System ◽

Evaluation Model ◽

Construction Project ◽

Research Work ◽

Sustainable Construction ◽

Construction Project Management ◽

Sustainable Performance

As a pillar industry of the Chinese national economy, the construction sector needs to improve its level of management to embrace sustainable development. Sustainable construction project management (SCPM) performance evaluation can help to raise the level of management. However, the existing evaluation system that takes into account both the sustainable development and the dimension of traditional project management is meager. In order to address this problem, this study sets out an integrated sustainable performance evaluation method for SCPM, along with a comprehensive analysis of both traditional and future management directions. Through literature review and enterprise data analysis of the relevant factors of finance, schedule, quality, and safety, etc., indicators are filtered and classified. In order to determine the strength of each indicator, a questionnaire is administered to construction professionals within a large construction enterprise (group). From the result of the weight with an improved Group-G1 (iG1) method (finance 0.206, schedule 0.206, quality 0.185, safety 0.134, informatization 0.134, and greenization 0.134), it indicates that finance, schedule and quality management are still top three important dimensions in SCPM. However, amazingly, the greenization and informatization management is as significant as safety management. Finally, based on set pair analysis, the Guangzhou Metro Line 7 project is used as a verifying case, affirming the validity of the sustainable performance evaluation model. The above SCPM evaluation model can not only provide a guideline for construction companies’ sustainable management in China, but also serve as reference cases for other countries/regions to carry out relevant research work.

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