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

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，作為顧客選車之參考。以提升媒合成功率及顧客滿意度，改善服務品質。

Customers buying used cars are affected by several factors. They areservice period, price, fuel consumption, size of engine, and amount of travelingdone. This paper quantifies these factors in terms of quality loss byusing Taguchi’s loss functions. An analytic hierarchy process is also employedto weight these factors in this multiple decision system. This systemprovides a more accurate and easier to construct evaluation model for selectinga used car. A numerical example is also presented to demonstratethe model in use. It can be helpful to the used-car broker to locate multiplecandidates whose attributes closely match those of the client for the purposeof promoting a mutually agreeable match. This approach should increasethe level of satisfaction among clients.