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In conclusion, this paper represents a bridge between practitioners and researchers.ĭue to the steady decline in sales margins, companies are adopting after-sales services as important strategic differentiators to attract and retain loyal customers. The findings of our data suggest that inventory optimization is the most important function of SPP software, as the demand forecasting function may be subjective.
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The results suggest that the AHP and GRA are feasible methods for software selection that effectively integrate consultants’ experience to identify the suitable software and the most important function for adoption in real businesses. The criteria were evaluated solely based on system functions by business consultants with respect to the modularity of the software to meet various business requirements, distinguishing this paper from other papers that focus on the financial aspects of selecting software. The application of these methods can be decreased by decision-makers’ subjectivity, which leads to consistency and symmetry in the weight values of the criteria. This paper presents the analytic hierarchy process (AHP) and grey relational analysis (GRA) as potential multi-criteria decision making (MCDM) methods for software selection. Spare parts planning (SPP) software selection is an investment in balancing the symmetry of inventory control, which directly affects the success of after-sales services. In addition, considering the resultsub-criteria of “employees” and “service process” possess the first and second priority respectively betweenfourteen sub-criteria of critical success factors.The success of after-sales services fundamentally depends on the possibility of symmetry balancing needs, supply and customer satisfaction. By calculating inconsistency rate ofpair-wise comparison matrix, consistency of these factors is also acceptable. Cognitive aspect possesses the second priority and “affectiveexperience” possesses the lowest priority among all the other factors. So, behavioral experience has the most influenceon critical success factors at Refah bank. The results suggest that “behavioral experience”is the most important factor in designing customer experience. For data analyzing, Analytic Hierarchy Process (AHP) through pair-wise comparison of factors andsub-factors has been applied by using Expert Choice software. Because thenumber of managers was limited census method has been used to select appropriate number of manager andexpert. The statistical population consist of manager and customer of Refah bank in Isfahan city. Considering these factors as key success factors can improvecustomer experience in banking services and help the banks to provide more favorable experience forcustomer. The main purpose of this study is identifying and prioritizing critical success factorsfrom perspective of bank’s managers and experts.
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These daysonly those organizations that their main focus is fulfilling customer’s demands and desires with maximumquality can be succeed.
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Nowadays, customer experience is considered as a critical factor in growth cycle of each business.