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
  • Valentín Inocente Jiménez-Jarquín Tecnológico de Estudios Superiores del Oriente del Estado de México

Keywords:

Satisfaction, Multi-Attributes, 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 providing services and manufacturing goods. Similarly, a different application was found for the process, which is applied to decision-making. However, no documentation was found proposing the application of this method to evaluating customer satisfaction. This application was considered relevant and could be valuable for future research, as it represents an objective basis for weighing evaluation criteria, making customer perception tangible and measurable. The method was tested at a Higher Education Institution, obtaining a weighted rating with quantitative and objective characteristics, which resulted in its clients being satisfied on a scale of Good.

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Published

2018-06-01

How to Cite

Mira-Segura, L. L., & Jiménez-Jarquín, V. I. (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/1336

Issue

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

Section

Papers

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