شناسایی و بررسی روابط علی-معلولی معیارهای تاثیر گذار زمان تدارک، هزینه و رضایتمندی مشتری در شبکه توزیع امنی-چنل با استفاده از روش دیمتل
محورهای موضوعی : مدیریت صنعتی
Seyed Ghiasuddin Taheri
1
,
Mehrzad Navabakhsh
2
,
Hamid Tohidi
3
,
Davood Mohammaditabar
4
1 - Department of Industrial Engineering, South Tehran Branch, Islamic Azad University, Tehran, Iran
2 - Department of Industrial Engineering, South Tehran Branch, Islamic Azad University, Tehran, Iran
3 - Department of Industrial Engineering, South Tehran Branch, Islamic
Azad University, Tehran, Iran
4 - Assistant Professor, Department of Industrial Engineering, Islamic Azad University, Tehran, Iran.
کلید واژه: توزیع امنی-چنل, دیمتل, روابط علی-معلولی, زمان تدارک, هزینه و رضایتمندی مشتری,
چکیده مقاله :
امنی-چنل یک مدل کسب و کار بر اساس کانال متقابل است که شرکت‌ها برای افزایش و بهبود ارتباط با مشتری استفاده می‌کنند. شرکت‌هایی که از امنی-چنل استفاده می‌کنند، بر این باورند که ارزش‌های مشتری، توانایی تماس مداوم آن با شرکت از طریق راههای متعدد در یک زمان است. در امنی-چنل کلیه رفتارهای مشتری در تمامی کانال‌های ارتباطی و نقاط تماس کاملاً پیش‌بینی و حمایت می‌شود به طوری که اگر در طی پروسه خرید، مشتری از یک کانال به کانال ارتباطی دیگری تغییر مسیر دهد هیچ تأثیر و کاستی در نتیجه خریدش شاهد نخواهد بود. در این پژوهش به دنبال بررسی روابط علی-معلولی معیارهای تاثیر گذار بر زمان تدارک، هزینه و رضایتمندی مشتری در شبکه توزیع امنی-چنل با استفاده از روش دیمتل می‌باشیم. لذا با استفاده از روش دیمتل روابط علی-معلولی معیارهای تاثیرگذار بر آن، انجام می‌شود تا علاوه بر فرایند برنامه‌ریزی بلندمدت، توانایی مقابله با عدم قطعیت-های آتی را داشته باشد. با توجه به محاسبات و تحلیل های انجام شده مشخص شد که معیارهای موجودی محصول، قابلیت پاسخگویی، مسئولیت پذیری، ارتباط با مشتری، شناسایی و انتخاب توزیع‌کنندگان، توانمندی فن‌آوری اطلاعات، انتظارات مشتری، در فرآیند بهبود زمان تدارک، هزینه و رضایتمندی مشتری در شبکه توزیع امنی-چنل به عنوان عوامل معلول می‌تواند نقش بسیار تاثیرگذاری در جذب مشتری و افزایش سهم بازار در بازارهای رقابتی ایفا نماید. نتایج نشان داد که از مهم ترین عامل‌های موثر در بهبود زمان تدارک، هزینه و رضایتمندی مشتری در شبکه توزیع امنی-چنل می‌توان به عوامل نرخ بازگشت مشتری و قوانین دولتی، اشاره نمود.
Omni-channel is a cross-channel business model that companies use to increase and improve customer relationships. Companies that use Omni-channel believe that the customer's value is the ability to continuously contact the company through multiple ways at the same time. In Omni-channel, all customer behaviors are fully predicted and supported in all communication channels and contact points, so that if during the purchase process, the customer changes direction from one communication channel to another, there will be no impact or deficiency in the result of his purchase. In this research, we seek to investigate the cause-effect relationships of the criteria affecting procurement time, cost, and customer satisfaction in Omni-channel distribution network using DEMATEL method. Therefore, by using DEMATEL’s method, the criteria affecting the causal relationships are carried out so that, in addition to the long-term planning process, it has the ability to deal with future uncertainties. According to the calculations and analysis, it was found that the criteria of product inventory, responsiveness, responsibility, communication with the customer, identification and selection of distributors, information technology capability, customer expectations, in the process of improving the procurement time, cost and customer satisfaction in Omni-channel distribution network as handicap factors can play a very effective role in attracting customers and increasing market share in competitive markets. The results showed that among the most important effective factors in improving the procurement time, cost and customer satisfaction in Omni-channel distribution network, the factors of customer return rate and government laws can be mentioned.
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