Measuring and improving customer retention at authorised automobile workshops after free services

Luthra, Sunil; Khandelwal, Dinesh Kumar; Mehta, Rajneesh; Chaudhary, Nityanand; Bhatia, Sukhdev

doi:10.1016/j.jretconser.2017.07.007

Cited by 44 publications

(31 citation statements)

References 71 publications

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“…Multi Criteria Decision Making (MCDM) methods have the inherent capability and potential to support the subjective evaluation of performance criteria and to make the best decisions even from the most conflicting criteria (Gudienė et al 2014;Mortazavi Ravari et al 2016;Kumar et al 2017;Keshavarz Ghorabaee et al 2018). In the real estate business, MCDM methods are employed in a variety of areas including risk investment (Bispinck 2012;Baležentis et al 2012;Padhi et al 2015;Faraji Sabokbar et al 2016), real estate brokerage service evaluation (Ferreira et al 2017), housing attributes (Thériault et al 2003;Pourahmad et al 2015), quality of life (Sabokbar et al 2016;Kaklauskas et al 2018), security, investor behaviour analysis (Bispinck 2012) and location (Haddad et al 2011).…”

Section: Applications Of Multi Criteria Decision Making Methods In Thmentioning

confidence: 99%

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Evaluating Innovation Capabilities of Real Estate Firms: A Combined Fuzzy Delphi and Dematel Approach

Kaviani

Hafezalkotob

Zavadskas

2017

International Journal of Strategic Property Management

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Due to strong competition, numerous technology advancements and the monetary policy of the government, the survival of Indian real estate firms now depends on their capacity to measure their existing innovation capabilities, rebuild them and adopt new ones. The aim of this study is to evaluate the technology and human resources innovation capabilities of Indian real estate firms by applying fuzzy Delphi and DEMATEL techniques. After identifying the innovation capabilities through an extensive literature review, a questionnaire is designed based on fuzzy linguistic scales to manage any vagueness of information received. Data has been collected from experts in the field, with capabilities then finalized by using a fuzzy Delphi method. To establish cause-effect relationships among capabilities, a DEMATEL method is applied to the data collected from a second questionnaire. Analysis of the data divides capabilities into two groups i.e. cause and effect. The results show that innovation management, robustness of product and process design capability, strategic planning and knowledge resources fall in the cause group; these are critical findings given the effect on the other capabilities. The study outcomes can help real estate firms to enhance their capabilities with the proposed model providing guidelines and direction in this regard.

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Section: Applications Of Multi Criteria Decision Making Methods In Thmentioning

confidence: 99%

“…Due to the convenience of graphs for computation and optimization, the growth of graph theory in literature has been enormous (Wu 2012). This approach helps us to visualise the complex relationships among the criteria easily (Wu 2012;Kumar et al 2017). The DEMATEL method is based on digraphs.…”

Section: Dematel Methodsmentioning

confidence: 99%

Evaluating Innovation Capabilities of Real Estate Firms: A Combined Fuzzy Delphi and Dematel Approach

Kaviani

Hafezalkotob

Zavadskas

2017

International Journal of Strategic Property Management

Self Cite

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“…It is a non-parametric gauge of rank correlation, which defines the connection among the ranks of two factors compared to the companies in question in this research. The Spearman correlation among two values varies (r s is high if observations have the same ranks among the two data sets, and low if observations have different ranks) according to the ranks of the data sets (Kumar et al, 2017). Spearman's rank correlation is extensively used by investigators in diverse domains, such as health survey for England, customer retention in automobile workshops, ecological execution analysis of Chinese industry, etc.…”

Section: Spearman's Rank Correlationmentioning

confidence: 99%

“…Spearman's rank correlation is extensively used by investigators in diverse domains, such as health survey for England, customer retention in automobile workshops, ecological execution analysis of Chinese industry, etc. (Martin and Springate, 2018;Kumar et al, 2017;Bi et al, 2015). The Spearman's rank correlation coefficient is symbolized by 'r s ' and is given by Eq.…”

Section: Spearman's Rank Correlationmentioning

confidence: 99%

ICT as “Knowledge Management” for Assessing Sustainable Consumption and Production in Supply Chains

UniyalSurbhi

Kumar

Tseng

et al. 2021

Journal of Global Information Management

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The significance of sustainability is continually expanding among researchers, policymakers, and decision makers. To improve the efficiency of value chain activities such as manufacturing, distribution, and consumption, an innovative research solution has been proposed: ‘Sustainable Consumption and Production (SCP) through Information and Communication Technology (ICT)'. Sustainability through ICT is significant for the industry in terms of its sustainable effects on production processes, environment, and community. This research seeks to gauge ICT—as knowledge management—for industries in the successful adoption and execution of SCP. In so doing, potential key ICT-based factors to SCP are identified from the literature and experts' feedback. The present work suggests a decision framework for assessing the interrelationships among and between the ICT oriented factors by utilizing graph theory and matrix approach. Data for this work derives from three automotive companies operating in India. From findings, ‘Governance and Management', is the topmost factor for the adoption of sustainable consumption and production in value chains. The relationship among the index values is further evaluated using Spearman's rank correlation coefficient. This research can facilitate practitioners, government agencies, and customers for a better understanding of ICT-driven factors in managing resources, reducing waste, and improving cost, which would further help in meeting sustainable development goals of the United Nations of responsible consumption and production and innovation, industry, and infrastructure.

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“…The matrix set to the link between goal and factors, analyzing the priority and consistency criteria of each factor. Parameter weight is determined through Analytic Hierarchy Process (AHP) (Saaty, 2008) but AHP cannot find contextual relationships in parameters (Kumar et al, 2017). The first step is building a matrix which depicts affiliation goal and factors based on the actors of the online company, balerinabeautyshop.…”

Section: Analyzing Elements Criteria Factors Actors Goals and Altmentioning

confidence: 99%

Looking for Alternative Online Promotion Strategy in Virtual Store Balerina Beauty Shop: An Application of Analytic Hierarchy Process

Abdillah¹

2019

JSISCH

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Technology through the internet changes human lifestyle and culture. Ease access to the internet is major support for developing the e-commerce industry. However, in some online companies, not only the internet but also other supporting factors are needed to grow, such as alternative marketing strategies. In the case of Balerina beauty shop, the decreasing number of its visitors for months became the main concern. The company chooses promotional focus as the strategy to deal with visitor problems. Previous research in e-business and analytical hierarchy processes (AHP) issues have not been a concern to promotion strategy, so this study aims to explore the application of analytical hierarchy processes (AHP) in virtual stores and find elements that support online promotion strategies. This study uses a qualitative and quantitative approach. The results of the study indicate that the company has implemented an online promotion strategy such as web promotion with the CPC system, price discounts, social networking systems, smartphone applications, and online group discussions. Actors who play a main role in the company when making strategic decisions are directors, marketing managers, and IT departments. The marketing strategy of the company purposes to increase sales, consumers' awareness, competition, and information dissemination. AHP results show that alternative strategies for the progress of the company, based on priority ranking, are markets, search engine optimization, web advertising, and direct mail. For further development in performance, giving priority to the development of IT skills can be applied.

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Measuring and improving customer retention at authorised automobile workshops after free services

Cited by 44 publications

References 71 publications

Evaluating Innovation Capabilities of Real Estate Firms: A Combined Fuzzy Delphi and Dematel Approach

Evaluating Innovation Capabilities of Real Estate Firms: A Combined Fuzzy Delphi and Dematel Approach

ICT as “Knowledge Management” for Assessing Sustainable Consumption and Production in Supply Chains

Looking for Alternative Online Promotion Strategy in Virtual Store Balerina Beauty Shop: An Application of Analytic Hierarchy Process

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