An analytic hierarchy process for benchmarking of automobile car service industry in Indian context

Singh, Bhupender; Grover, Sandeep; Singh, Vikram; Attri, Rajesh

doi:10.5267/j.msl.2015.4.012

Cited by 11 publications

(9 citation statements)

References 46 publications

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“…The results of this survey are somewhat consistent with findings published in the literature (e.g. Singh et al, 2015;Shahrouzi Fard & Hosseini, 2015).…”

Section: Resultssupporting

confidence: 92%

An investigation into the determinants of customer satisfaction

Seyedaliakbar¹,

Zaripour²,

Zangeneh³

et al. 2016

10.5267/j.uscm

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During the past few years, there have been an increasing competition among auto producers. Customers have experienced emissions misrepresentation activities from well-known auto producers such as Volkswagen and Mitsubishi, and have increased their expectations, accordingly. This paper designs a questionnaire to measure factors influencing on customer satisfaction in Likert scale, and distributes it among 210 randomly selected people who purchased a product from an Iranian Auto maker named SAIPA. The questionnaire was validated by some experts and it was also verified using Cronbach alpha (α = 0.83). Using structural equation modeling with Varimax rotation, the study has detected four groups of factors including car specifications and options, before sales services, after sales services and payment policy, which influence the most on customer satisfaction.

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“…The results of this survey are somewhat consistent with findings published in the literature (e.g. Singh et al, 2015;Shahrouzi Fard & Hosseini, 2015).…”

Section: Resultssupporting

confidence: 92%

An investigation into the determinants of customer satisfaction

Seyedaliakbar¹,

Zaripour²,

Zangeneh³

et al. 2016

10.5267/j.uscm

View full text Add to dashboard Cite

show abstract

“…Another relevant study was conducted by Wulandari et al [11] which explained the selection of benchmark partners using AHP on fashion SMEs Cotton.Go object. In addition, benchmarking and AHP are also widely used on different objects and problems by Singh et al [12], Strojny [13], Singh [14], Jabar et al [15], Kouatli [16]. Singh et al [12] implement AHP and benchmarking methods to help provide effective systematic decision support on the automobile car service industry in India.…”

Section: Fig 1 -Kliktrip's Revenuementioning

confidence: 99%

Marketing Communication Program Design of Online Travel Agent Kliktrip Using Benchmarking and Analytical Hierarchy Process Methods

Damayanti

Wulandari

Rendra

2024

IJIES

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Kliktrip is an Online Travel Agent (OTA) that has trip & activities facilities and was established in 2018 in Bandung. Kliktrip sales are still experiencing a decline due to low public awareness of Kliktrip which is seen through the number of downloads on mobile apps and Instagram followers. Kliktrip sales are still experiencing a decline and public awareness of Kliktrip is still low because Kliktrip has not implemented 7 out of 8 marketing communication mix optimally. Therefore, research was conducted to design an effective marketing communication program for Kliktrip by using benchmarking and Analytical Hierarchy Process (AHP) methods. Based on the results of AHP data processing, it can be seen that the selected benchmark partner is Explorer.id with a total priority vector value of 0.44 and benchmark results with Explorer.id concluded that Kliktrip needs to increases the value of SEO, page views, and unique visitors on the website, creates a Tiktok’s account, webisode, and video podcasting, collaborates with cross-promotion, makes contests (giveaways), increase the number of downloads and reviewers on mobile apps, implementing mobile billboards and cause-related marketing, increasing customer service operational time, participating in exhibitions, and collaborating with influencers.

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“…Wong and Wong (2008) applied various service tools in benchmarking process. The requirement of benchmarking as a tool in service sector is very important (Boonitt and Pongpanarat, 2011; Giannakis, 2008; Singh et al , 2015b). One of the most important benefits of benchmarking is the discovery of innovative approaches which highlight the problem areas and the potential for improvement, providing a motivation to change while formulating plans and strategies (Meade and Sarkis, 1999).…”

Section: Literature Reviewmentioning

confidence: 99%

“…Benchmarking was applied recently by various authors (Routroy et al , 2012; Soni and Kodali, 2010; Anand and Kodali, 2009a, 2009b; Kumar and Chandra, 2001; Singh et al , 2007; Jain et al , 2008) in Indian manufacturing industries. Not many studies were found on benchmarking of Indian service industries but where it applied the overall growth in efficiency occurs with customer satisfaction (George and Rangaraj, 2008; Narayan et al , 2008; Jyoti et al , 2010; Vishwakarma et al , 2012; Gourishankar and Lokachari (2012); Singh et al , 2014, 2015a, 2015b). Thus, there is a massive gap among benchmarking in manufacturing and service in Indian industries.…”

Section: Literature Reviewmentioning

confidence: 99%

“…The NIS maximizes the cost criteria and minimizes the benefit criteria (Wang and Chang, 2007; Goyal and Grover, 2012; Lin et al , 2008). In other words, the PIS is composed of all the best values attainable for the criteria, whereas the NIS consists of all worst values attainable of criteria (Ertugrul and Karakasoglu, 2009; Singh et al , 2015a, 2015b).…”

Section: Application Of Multi-criteria Decision-making Approachesmentioning

confidence: 99%

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An empirical study of benchmarking evaluation using MCDM in service industries

Singh

Grover

Singh

2017

MAJ

Self Cite

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Purpose The purpose of this paper is to generate awareness of contributions made by benchmarking toward building performance of Indian service industries in globally market. Ranking of Benchmarking is done on the basis of their application which give confidence for the managers to adopt in their Industries so that they may become best in their field. Design/methodology/approach Methodology consists of three phase: define, phase include definitions, factors of benchmarking as literature outcomes, questionnaire survey and outcome of survey. In the second phase, analysis of collected data and applications of multi-criteria decision-making approaches [technique for order preference by similarity to ideal solution (TOPSIS) and analytical network process (ANP)] are used. The last phase includes comparison of results which gives validation in similarities of ranking obtained. Findings The study identifies seven different benchmarking techniques used for service industries. Using TOPSIS and ANP approaches shows similarity that external benchmarking, performance benchmarking and internal benchmarking are the first three ranks that give basis for several critical success factors s, namely, planning, reliability, standardization, time behavior, usability, etc., as part of benchmarking using in service industries. Research limitations/implications The limitation is the assumptions made by multi-criteria decision-making approaches which may effect the analysis of the study as these are taken theoretically. Originality/value This study is a first attempt to find similarities in both techniques while comparing benchmarking in Indian service industries.

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An analytic hierarchy process for benchmarking of automobile car service industry in Indian context

Cited by 11 publications

References 46 publications

An investigation into the determinants of customer satisfaction

An investigation into the determinants of customer satisfaction

Marketing Communication Program Design of Online Travel Agent Kliktrip Using Benchmarking and Analytical Hierarchy Process Methods

An empirical study of benchmarking evaluation using MCDM in service industries

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