JOURNAL ARTICLE

Determinants of customer value at department stores in Taiwan: An application of fuzzy AHP.

  • Published In: Journal of Intelligent & Fuzzy Systems, 2023, v. 44, n. 6. P. 9073 1 of 3

  • Database: Academic Search Ultimate 2 of 3

  • Authored By: Ding, Ji-Feng; Weng, Ju-Hui; Chou, Chien-Chang 3 of 3

Abstract

This article focuses on identifying and analyzing the key factors affecting customer value in department stores in Taiwan using the fuzzy Analytic Hierarchy Process (AHP) method. The study established four evaluation dimensions—physical environment, service quality, economic value, and emotion and enjoyment—comprising 20 criteria, and surveyed a balanced panel of experts from industry, academia, and customers. Results indicate that the physical environment is the most critical dimension, with "roomy and comfortable space," "quick customer service response," "planning of lines of movement at counters," and "parking area and facilities" identified as the primary determinants of customer value. The findings aim to assist department stores in enhancing competitiveness by aligning store environments and services with evolving consumer needs in the post-pandemic era.

Additional Information

  • Source:Journal of Intelligent & Fuzzy Systems. 2023/06, Vol. 44, Issue 6, p9073
  • Document Type:Article
  • Subject Area:Social Sciences and Humanities
  • Publication Date:2023
  • ISSN:1064-1246
  • DOI:10.3233/JIFS-222175
  • Accession Number:167306928
  • Copyright Statement:Copyright of Journal of Intelligent & Fuzzy Systems is the property of Sage Publications Inc. and its content may not be copied or emailed to multiple sites without the copyright holder's express written permission. Additionally, content may not be used with any artificial intelligence tools or machine learning technologies. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

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