結合田口損失函數與層級分析法應用於中古車仲介服務之研究

Improving Used-Car Brocker Customer Service via TLFS and AHP

畢威寧(Wei-Ning Pi)

《技術學刊》 21卷2期 (2006/06) Pp. 197-205

https://doi.org/10.29507/JT.200606.0011

摘要

本論文應用田口損失函數，將選購中古車最常被顧客考慮的五種評估因素：出廠年份、售價、耗油量、排氣量、行駛里程，加以量化；並結合層級分析法，解決多準則決策問題，以建構評估模式，並用範例說明之，以供中古車仲介業者應用，使其能針對顧客購車條件的契合度，列出最符合消費者需求之數輛候選車，作爲顧客選車之參考。以提升媒合成功率及顧客滿意度，改善服務品質。

關鍵字

中古車仲介 ； 田口損失函數 ； 層級分析法 ； 服務品質

並列摘要

Customers buying used cars are affected by several factors. They are service period, price, fuel consumption, size of engine, and amount of traveling done. This paper quantifies these factors in terms of quality loss by using Taguchi’s loss functions. An analytic hierarchy process is also employed to weight these factors in this multiple decision system. This system provides a more accurate and easier to construct evaluation model for selecting a used car. A numerical example is also presented to demonstrate the model in use. It can be helpful to the used-car broker to locate multiple candidates whose attributes closely match those of the client for the purpose of promoting a mutually agreeable match. This approach should increase the level of satisfaction among clients.

並列關鍵字

used-car broker ； taguchi loss functions ； AHP ； service quality