Application of the Hierarchical Analytic Process to measure customer satisfaction in a Higher Education Institution

Authors

  • Laura Leonor Mira-Segura Tecnológico de Estudios Superiores del Oriente del Estado de México

Keywords:

Satisfaction, Satisfaction, Multi-Attributes, Multi-Attributes, Hierarchical Analytical Process, Hierarchical Analytical Process

Abstract

The purpose of this work was to propose a structured method for evaluating customer satisfaction based on the Analytic Hierarchy Process. This method can be applied regardless of the type of organization engaged in the provision of services and the manufacture of goods. Similarly, a different application than the usual ones for the process was obtained, which is applied to the decision-making exercise, but no documentation was found in which the application of this method is proposed to the evaluation of customer satisfaction. It was demonstrated that this application is relevant and may be valuable for future research, since it represents an objective basis for weighting evaluation criteria, making customer perception tangible and measurable. The method was tested in a Higher Education Institution, obtaining a weighted rating with quantitative and objective characteristics, which translated into its customers being satisfied on a Good scale.

Downloads

Download data is not yet available.

References

Aguarón, J. (2001). The geometric consistency Index. Approximated thresholds (en evaluación). Estados Unidos: European Journal of Operational Research.

Betancourt, E. (2012). Medición de la satisfacción de usuarios. Cali, Colombia.: Universidad del Valle.

Coenes, A. (1996). Gestión de la calidad total. Madrid, España.: Díaz de Santos.

Coleman., L. G. (1992). Learning What Customers Like. Marketing News, 22-27. Cristóbal., G. B. (2011). Introducción a la Ingeniería Industrial. México: Grupo Editorial Patria.

Delgado, H. (2011). Desarrollo de una cultura de calidad. 4ta. Edición. México: Mc Graw Hill.

Delgado, H., & Delgado, H. (2011). Desarrollo de una cultura de calidad. 4ta.Edición. México: Mc Graw Hill. Everett, A. (2008). Productividad y Calidad. Su medición como base del mejoramiento. México: Trillas.

Francisco, M. G. (2007). Introducción a la gestión de la calidad. Primera Edición. Madrid, España.: Publicaciones Universitarias.

Hyman, B. (1998). Fundamentals of Engineering Design, Upper Saddle River. New Jersey: Prentice Hall.

Moguel, E. (2005). Metodología de la Investigación. Tabasco, México.: Universidad Juárez Autónoma de Tabasco.

Montgomery, D. y. (2006). Probabilidad y estadística. Aplicaciones a la Ingeniería. México: Mc Graw Hill.

Moreno, J. (2015). El proceso analítico jerárquico (AHP). Fundamentos, metodología y aplicaciones. España: Universidad de Zaragoza.

Namakforoosh, M. (2014). Metodología de la Investigación. 2da. Edición. México: Limusa. Omachonu, V. (2014). Principios de calidad total. 3ra. Edición. México: Trillas.

Ortíz, E. (2005). Revisión del concepto de calidad del servicio y sus modelos. Innovar, revista de ciencias y administrativas., 44 51.

Pamies, D. (2004). De la calidad de serrvicio a la fidelidad del cliente. Madrid, España.: ESIC Editorial.

Pamies, D. (2004). De la calidad de servicio a la fidelidad del cliente. Madrid, España.: ESIC Editorial.

Tschohl, J. (2003). Servici Excepcional, el arma secreta. Miami, Estados Unidos.: Service Quality Institute Latin América.

Downloads

Published

2018-06-01

How to Cite

Mira-Segura, L. L. (2018). Application of the Hierarchical Analytic Process to measure customer satisfaction in a Higher Education Institution. Vinculategica Efan, 3(2), 157–163. Retrieved from https://vinculategica.uanl.mx/index.php/v/article/view/1335

Issue

Vol. 3 No. 2 (2018): VinculaTégica EFAN 3(2) July 2017 - June 2018

Section

Papers

License

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

Authors who publish in the VinculaTégica EFAN journal agree to the following Copyright Notice:
 

a). Authors keep copyright and give the journal the right of the first publication of the work under a Creative Commons attribution license. This license allows others to share the work as long as original authorship and initial publication in this journal is acknowledged.

b). Authors may make other independent and additional contractual agreements for the non-exclusive distribution of the version of the article published in this journal (e.g., include it in an institutional repository or publish it in a book) as long as they clearly indicate that the work was published for the first time in this journal.

c). Authors are allowed to self-archive their work in institutional repositories or on their own website before and during the submission process, as this may encourage productive exchanges and increase early and overall citation of the published work.