Measuring the Customer Satisfaction Efficiency of Mobile Phone Manufacturers in an Emerging Market: A Super-Efficiency DEA Approach

摘要：

Relying on a super-efficiency data envelopment analysis (DEA) approach, this paper compares the customer satisfaction efficiency of companies operating in Turkish mobile phone sector. The constructs of customer satisfaction index model are treated as inputs and outputs indicators of DEA analysis. These outputs and inputs are obtained using partial least squares analysis. Drawing on the perceptual responses of 652 mobile phone users, the super-efficiency scores reveal that from a total of seven mobile phone companies operating in Turkey Nokia and LG features as the most efficient companies in terms of CS efficiency, while Sonny Ericsson and Motorola rank as the two least efficient companies.

关键词： Customer satisfaction DEA super-efficiency PLS mobile phone sector

作者: Ekrem Tatoglu Erkan Bayraktar Ali Turkyilmaz

作者单位: Department of International Trade and BusinessBahcesehir University, Besiktas, Istanbul 34349 Turkey Industrial Engineering Department Bahcesehir University, Besiktas, Istanbul 34349 Turkey Department of Industrial Engineering Fatih University, Buyukcekmece, Istanbul, 34500, Turkey

会议类型: 国际会议

会议名称: The Fourth International Conference on Operations and Supply Chain Management(第四届运营与供应链管理国际会议 ICOSCM 2010)

会议地点: 香港·广州

会议语种:英文

页码: 495-500

在线出版日期: 2010-07-25（万方平台首次上网日期，不代表论文的发表时间）