Achieving customer satisfaction through product–service systems

Jeh-Nan Pan and Hung Thi Ngoc Nguyen

European Journal of Operational Research, 2015, vol. 247, issue 1, 179-190

Abstract: The purpose of this research is to help manufacturing companies identify the key performance evaluation criteria for achieving customer satisfaction through Balanced Scorecard (BSC) and Multiple Criteria Decision Making (MCDM) approaches. To explore the causal relationships among the four dimensions of business performance in Balanced Scorecard as well as their key performance criteria, a MCDM approach combining DEMATEL and ANP techniques is adopted. Subsequently, the MCDM framework is tested using Delphi method and a questionnaire survey is conducted in 24 manufacturing firms from Taiwan, Vietnam and Thailand.

Keywords: Product–service system; Customer satisfaction; Balanced scorecard; DEMATEL; ANP (search for similar items in EconPapers)
Date: 2015
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Citations: View citations in EconPapers (15)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:ejores:v:247:y:2015:i:1:p:179-190

DOI: 10.1016/j.ejor.2015.05.018

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