تحلیل تعاملات مؤثر بر خدمات پس از فروش در صنعت گاز مایع ایران با استفاده از دیماتل فازی

نوع مقاله : مقاله پژوهشی

نویسندگان

1 دانشجوی دکتری مدیریت صنعتی، دانشگاه آزاد اسلامی واحد تهران جنوب، تهران، ایران

2 استاد دانشگاه تربیت مدرس، دانشکده اقتصاد و مدیریت، تهران، ایران

3 دانشیار دانشگاه آزاد اسلامی واحد تهران جنوب، تهران، ایران

4 استادیار دانشگاه آزاد اسلامی واحد تهران جنوب، تهران، ایران

چکیده

بخش انرژی در جهان واقعی جزء پیچیده­‌ترین سیستم­‌هاست که بایستی بصورت یک دیدگاه کل­نگر واکاوی شود. محققین در این پژوهش به شناسایی و تحلیل تعاملات موثر بر خدمات پس از فروش در صنعت گاز مایع ایران(LPG) پرداخته‌­اند. از آنجا که خدمات پس از فروش را می توان بر اساس معیارهای مختلفی ارزیابی کرد، رویکرد تصمیم گیری چندمعیاره(MCDM)  برای چنین تحلیلی، رویکرد مناسبی است. با توجه به پیچیدگی خاص صنعت گاز مایع از مبادی پالایشگاهی تا رسیدن به دست مصرف کننده نهایی، در این تحقیق از DEMATEL FUZZY برای تحلیل تعاملات درونی استفاده و برای آنکه خواننده درک عمیق تری نسبت به موضوع پیدا کند از نمودارهای علی(CLD) در قالب پویا شناسی سیستم ها (SYSTEM DYNAMIC) بهره برداری می نماید. پس از مرور دقیق مبانی نظری و گرفتن نظر خبرگان، 17 شاخص موثر بر خدمات پس از فروش در این صنعت شناسایی و 10 خبره به سوالات پاسخ داده‌­اند. ضمن آنکه محققین تعاریف خاصی از خدمت را در این صنعت بیان می دارند. نتایج تحقیق نشان می­‌دهد که متغیرهای قابلیت اطمینان، نمایندگی­‌ها، اسناد و مدارک بیشترین تاثیرپذیری و متغیرهای بهبود، واکنش پذیری، زمانبندی بازدیدها بیشترین تعامل را با سایر مولفه­‌ها در مدل دارند. همچنین مدل داینامیک تصویر دنیای واقعی از تعاملات درونی خدمات را ترسیم می­‌کند.

کلیدواژه‌ها


عنوان مقاله [English]

Analysis of Effective Interactions on After-Sales Services in Iran's Liquefied Gas Industry Using DEMATEL Fuzzy

نویسندگان [English]

  • Amir Mehdiabadi 1
  • Adel Azar 2
  • Aboutorab Alirezaei 3
  • Ghanbar Abbaspour Asfadan 4
1 PhD student of Industrial Management, Department of Management, Tehran South Branch, Tehran, Iran
2 Professor at Tarbiat Modarres University, Department of Management, Tarbiat Modarres University, Tehran, Iran
3 Associate Professor, Department of Management, Tehran South Branch, Tehran, Iran
4 Assistant Professor, Department of Management, Tehran South Branch, Tehran, Iran
چکیده [English]

The real world energy sector is one of the most sophisticated systems that must be viewed in a holistic view. In this research, researchers have identified and analyzed the effective interactions of after-sales services in the Iranian LPG industry. Since post-sales services can be assessed on a variety of criteria, the Multi-criteria Decision Approach (MCDM) approach for such an analysis is a good approach. Due to the particular complexity of the liquid gas industry from the refinery to the end user's end, in this research, DEMATEL FUZZY is used to analyze internal interactions, and for the reader to have a deeper understanding of the subject, the causal diagrams (CLD) in the form of Dynamic Systems (DYNAMIC SYSTEM). After thorough review of the theoretical foundations and expertise, 17 industry-leading indicators of the post-sales service have been identified in this industry and 10 respondents have answered questions. In addition, the researchers express specific definitions of service in this industry. The results of the research show that reliability variables, representations, documents have the most impact, and improvement variables, responsiveness, timing of visits have the greatest interaction with other components in the model. Dynamic model also depicts the real world image of internal service interactions.

کلیدواژه‌ها [English]

  • After-Sales Services
  • LPG
  • dematel fuzzy
  • dynamic system
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