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    Please use this identifier to cite or link to this item: http://ir.lib.ncu.edu.tw/handle/987654321/63663

    Title: 以AHP法探討知名國際快遞業者的客戶遴選指標的權重決定分析
    Authors: 蕭登豐;Hsiao,Teng-Feng
    Contributors: 企業管理學系碩士在職專班
    Keywords: 一對一行銷;客戶價值;客戶貢獻;客戶遴選指標;客戶關係管理;層級分析程序法(AHP);權重決定分析;Customer Contribution;Customer Relationship Management (CRM);Customer Select Index;Customer Value;One-to-one Marketing;The Analysis Hierarchy Process (AHP);The Weighting Determination Analysis
    Date: 2009-07-21
    Issue Date: 2014-05-08 15:15:22 (UTC+8)
    Publisher: 國立中央大學
    Abstract: 隨著經濟自由化與全球化,跨國性的商業經營活動日趨地頻繁,越來越多的台灣產業將其提供服務與產品的對象,由台灣擴展到全球之各主要市場。而在此國際化及愈趨競爭的全球環境裡,國際航空快遞業者為了提昇整體績效與利益,擴大市佔率並加強競爭力,在對於客戶的角色已經重新定位。而要如何與客戶建立長久的合作策略夥伴關係,發展成為一生命共同體,各取所需,各自達到自已的最高利益,進而營造雙贏的局面,是當前各個知名國際快遞業者極需思考的課題。
    ;Due to the economy liberalization and globalization, multiple nationals’ business activities are going to be very frequently. There are more and more local industries to provide customers their services and products to those major marketing in the worldwide countries from Taiwan. In the international and more competitive environment, the international express companies in order to promote the performance, benefit, broaden market share and strength their competition, they have to redefine the position of role of customers. But how to build up the long term and the strategy partnership with customers, to be the community, to get the individual needs, to achieve each goal of the largest profitability, and then create the win-win situation. Now it is an extreme topic for the international express companies.
      Hence, the international express companies have to build up good and mutual cooperation relationship with customer. To understand the needs and value of customer is the priority issue. Nevertheless, the enterprises are not only to dedicate on customer value but mostly is to focus on revenue generation when they are making decisions of investment and management. In view of this, customer contribution is the core value to enterprise. Therefore, identify the customer who can bring largest benefit to enterprise and provide them the tailor made services are the priority. Identify and delete those customers who can not bring enterprise the benefit that are the goals of customer relationship and one-to-one marketing. This can not be explained by customer value oriented strategy.
      On the other hand, there are good customer and bad customer the two kinds of client segmentation. Can you define the difference of each other? How to maintain good customer or make it better? How to increase the number of good clients? Can you improve the bad clients? Is it worthwhile to do that? And every enterprise priority selection criterion is also different. So that research is investigating the criteria of customer selection for the international express companies and understanding its priority. The analysis and research will be based on above criteria.
      In the research, the customer selection criteria are generated based on the reference and comments from the technical literature and the interview with expertises who work in worldwide international express companies. It includes five main factors: “Loyalty, Delivery, Payment, Cost, Information Technology” and 17 sub-factors under the main key factors. Through the collection of questionnaires and the analysis of AHP, the priority of each criterion will be turned out. The analysis result of this research can provide the reference of customer selection to the international express companies. Meanwhile, it also can do the analysis of long term relation customer for internal resource allocation and further business preparation.
    Appears in Collections:[企業管理學系碩士在職專班] 博碩士論文

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