Application of Analytic Hierarchy Process (AHP) Method in Decision Making for Reduction of the Levels of Legal Action in Telecommunications
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Data de Publicação: | 2013 |
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Tipo de documento: | Artigo |
Idioma: | por |
Título da fonte: | REMark - Revista Brasileira de Marketing |
Texto Completo: | https://periodicos.uninove.br/remark/article/view/12503 |
Resumo: | This work had the purpose to analyze the level of dissatisfaction of the client for mobile telephone companies in Brazil. These companies are the greatest cause of complaints to the organizations of consumer protection. Dissatisfaction affects the company's corporate image, thus reducing its competitiveness. The study uses the Analytic Hierarchy Process (AHP) to assess the possibility of reducing levels of lawsuits in the mobile industry. After applying the AHP to the complaints, the results were presented in the following order of priority of need for immediate change: Sense of Undue Importance (27.94% failure rate), Service (23.80%), Service Quality (22.42%), Line Blocking (11.7%), Delay in Delivery (9.97%) and Misleading Advertising (4.17%). With these reasons of complaints logged with the consumer protection agency identified, it is now mobile organizations responsibility to analyze each of these problems to identify their causes. |
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Application of Analytic Hierarchy Process (AHP) Method in Decision Making for Reduction of the Levels of Legal Action in TelecommunicationsAplicação do Método AHP na Tomada de Decisão para a Redução dos Níveis de Ação Legal em TelecomunicaçõesAHP method; Problems of Mobile; Multivariate Analysis, Analytic Hierarchy Process, Decision Making.Método AHP; Problemas de Mobile; Análise Multivariada, Análise Hierárquica, Tomada de Decisão.This work had the purpose to analyze the level of dissatisfaction of the client for mobile telephone companies in Brazil. These companies are the greatest cause of complaints to the organizations of consumer protection. Dissatisfaction affects the company's corporate image, thus reducing its competitiveness. The study uses the Analytic Hierarchy Process (AHP) to assess the possibility of reducing levels of lawsuits in the mobile industry. After applying the AHP to the complaints, the results were presented in the following order of priority of need for immediate change: Sense of Undue Importance (27.94% failure rate), Service (23.80%), Service Quality (22.42%), Line Blocking (11.7%), Delay in Delivery (9.97%) and Misleading Advertising (4.17%). With these reasons of complaints logged with the consumer protection agency identified, it is now mobile organizations responsibility to analyze each of these problems to identify their causes.Analisar o nvel de insatisfao do cliente das empresas de telefonia mvel no Brasil o objetivo deste artigo. H muitas reclamaes desse setor ao PROCOM. Tais fatores afetam a imagem corporativa da empresa, reduzindo sua competitividade em relao concorrncia. Optou-se por utilizar o AHP para lidar com o problema que incidiu sobre a hiptese de a possibilidade de reduzir os nveis de processos na indstria de telefonia mvel. Aps a aplicao da AHP para a soluo proposta, os resultados foram apresentados na seguinte ordem de prioridade das alternativas com preferncia a ser trabalhado no momento imediato: Carrega importncia indevida com a taxa de reprovao de 27,94% com importncia de servio em 23,80%, a qualidade do servio com 22,42% de importncia, Bloqueio em 11,7%, o atraso na entrega com 9,97% e 4,17% com publicidade enganosa em importncia. Identificados os valores apropriados para cada um dos problemas responsveis por reclamaes ao PROCOM, cabendo s organizaes de telefonia mvel analisar cada um destes problemas, identificando suas respectivas causas.DOI: 10.5585/remark.v12i4.2512Universidade Nove de Julho - Uninove2013-12-27info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionAvaliado por ParesPeer-reviewed Articleapplication/pdfhttps://periodicos.uninove.br/remark/article/view/1250310.5585/remark.v12i4.2512ReMark - Revista Brasileira de Marketing; v. 12, n. 4 (2013): Outubro - Dezembro; 153-1822177-5184reponame:REMark - Revista Brasileira de Marketinginstname:Universidade Nove de Julho (UNINOVE)instacron:RBMporhttps://periodicos.uninove.br/remark/article/view/12503/6059Direitos autorais 2019 Revista Brasileira de Marketing – Remarkinfo:eu-repo/semantics/openAccessPereira, Rodrigo AraújoBianchini, David2019-02-27T02:43:57Zoai:https://periodicos.uninove.br:article/12503Revistahttps://periodicos.uninove.br/remarkPRIhttps://periodicos.uninove.br/remark/oaiclaudiaraac@uol.com.br || admin@revistabrasileiramarketing.org || admin@revistabrasileiramarketing.org2177-51842177-5184opendoar:2019-02-27T02:43:57REMark - Revista Brasileira de Marketing - Universidade Nove de Julho (UNINOVE)false |
dc.title.none.fl_str_mv |
Application of Analytic Hierarchy Process (AHP) Method in Decision Making for Reduction of the Levels of Legal Action in Telecommunications Aplicação do Método AHP na Tomada de Decisão para a Redução dos Níveis de Ação Legal em Telecomunicações |
title |
Application of Analytic Hierarchy Process (AHP) Method in Decision Making for Reduction of the Levels of Legal Action in Telecommunications |
spellingShingle |
Application of Analytic Hierarchy Process (AHP) Method in Decision Making for Reduction of the Levels of Legal Action in Telecommunications Pereira, Rodrigo Araújo AHP method; Problems of Mobile; Multivariate Analysis, Analytic Hierarchy Process, Decision Making. Método AHP; Problemas de Mobile; Análise Multivariada, Análise Hierárquica, Tomada de Decisão. |
title_short |
Application of Analytic Hierarchy Process (AHP) Method in Decision Making for Reduction of the Levels of Legal Action in Telecommunications |
title_full |
Application of Analytic Hierarchy Process (AHP) Method in Decision Making for Reduction of the Levels of Legal Action in Telecommunications |
title_fullStr |
Application of Analytic Hierarchy Process (AHP) Method in Decision Making for Reduction of the Levels of Legal Action in Telecommunications |
title_full_unstemmed |
Application of Analytic Hierarchy Process (AHP) Method in Decision Making for Reduction of the Levels of Legal Action in Telecommunications |
title_sort |
Application of Analytic Hierarchy Process (AHP) Method in Decision Making for Reduction of the Levels of Legal Action in Telecommunications |
author |
Pereira, Rodrigo Araújo |
author_facet |
Pereira, Rodrigo Araújo Bianchini, David |
author_role |
author |
author2 |
Bianchini, David |
author2_role |
author |
dc.contributor.author.fl_str_mv |
Pereira, Rodrigo Araújo Bianchini, David |
dc.subject.por.fl_str_mv |
AHP method; Problems of Mobile; Multivariate Analysis, Analytic Hierarchy Process, Decision Making. Método AHP; Problemas de Mobile; Análise Multivariada, Análise Hierárquica, Tomada de Decisão. |
topic |
AHP method; Problems of Mobile; Multivariate Analysis, Analytic Hierarchy Process, Decision Making. Método AHP; Problemas de Mobile; Análise Multivariada, Análise Hierárquica, Tomada de Decisão. |
description |
This work had the purpose to analyze the level of dissatisfaction of the client for mobile telephone companies in Brazil. These companies are the greatest cause of complaints to the organizations of consumer protection. Dissatisfaction affects the company's corporate image, thus reducing its competitiveness. The study uses the Analytic Hierarchy Process (AHP) to assess the possibility of reducing levels of lawsuits in the mobile industry. After applying the AHP to the complaints, the results were presented in the following order of priority of need for immediate change: Sense of Undue Importance (27.94% failure rate), Service (23.80%), Service Quality (22.42%), Line Blocking (11.7%), Delay in Delivery (9.97%) and Misleading Advertising (4.17%). With these reasons of complaints logged with the consumer protection agency identified, it is now mobile organizations responsibility to analyze each of these problems to identify their causes. |
publishDate |
2013 |
dc.date.none.fl_str_mv |
2013-12-27 |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion Avaliado por Pares Peer-reviewed Article |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
https://periodicos.uninove.br/remark/article/view/12503 10.5585/remark.v12i4.2512 |
url |
https://periodicos.uninove.br/remark/article/view/12503 |
identifier_str_mv |
10.5585/remark.v12i4.2512 |
dc.language.iso.fl_str_mv |
por |
language |
por |
dc.relation.none.fl_str_mv |
https://periodicos.uninove.br/remark/article/view/12503/6059 |
dc.rights.driver.fl_str_mv |
Direitos autorais 2019 Revista Brasileira de Marketing – Remark info:eu-repo/semantics/openAccess |
rights_invalid_str_mv |
Direitos autorais 2019 Revista Brasileira de Marketing – Remark |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
Universidade Nove de Julho - Uninove |
publisher.none.fl_str_mv |
Universidade Nove de Julho - Uninove |
dc.source.none.fl_str_mv |
ReMark - Revista Brasileira de Marketing; v. 12, n. 4 (2013): Outubro - Dezembro; 153-182 2177-5184 reponame:REMark - Revista Brasileira de Marketing instname:Universidade Nove de Julho (UNINOVE) instacron:RBM |
instname_str |
Universidade Nove de Julho (UNINOVE) |
instacron_str |
RBM |
institution |
RBM |
reponame_str |
REMark - Revista Brasileira de Marketing |
collection |
REMark - Revista Brasileira de Marketing |
repository.name.fl_str_mv |
REMark - Revista Brasileira de Marketing - Universidade Nove de Julho (UNINOVE) |
repository.mail.fl_str_mv |
claudiaraac@uol.com.br || admin@revistabrasileiramarketing.org || admin@revistabrasileiramarketing.org |
_version_ |
1799138640921624576 |