بررسی قابلیت های خدماتی در صنایع کوچک ایران با استفاده از ادغام فرآیند تحلیل سلسله مراتبی فازی و دیمتل فازی: دیدگاه مبتنی بر منابع

مدیریت بهره‌وری

مقاله 1، دوره 15، 1(56) بهار، فروردین 1400، صفحه 23-53   

نوع مقاله: علمی پژوهشی

شناسه دیجیتال (DOI): 10.30495/qjopm.2020.1875024.2572

نویسندگان

داود خسروانجم¹؛ علی رجب زاده قطری^{* 2}؛ عادل آذر³؛ عباس مقبل⁴

¹دانشجوی دکتری گروه مدیریت صنعتی، دانشکده مدیریت و اقتصاد،دانشگاه تربیت مدرس،تهران،ایران

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

³استاد گروه مدیریت صنعتی، دانشکده مدیریت و اقتصاد، دانشگاه تربیت مدرس، تهران،ایران

⁴دانشیار گروه مدیریت صنعتی، دانشکده مدیریت و اقتصاد، دانشگاه تربیت مدرس، تهران،ایران

چکیده

براساس دیدگاه مبتنی بر منابع، قابلیت‌های خدماتی موقعیت رقابتی را ارتقا می‌بخشند که ابعاد قابلیت‌های مدیریتی، سازمانی، بازاریابی و کیفیت خدمات را شامل می­شوند. با توجه به اهمیت بررسی این قابلیت‌ها از حیث اینکه به‌صورت مجزا و مستقل از عملکرد موردبررسی قرار بگیرند، در این مقاله از ترکیب AHP فازی و دیمتل فازی برای ارزیابی ابعاد و شاخص‌ها و همچنین تعیین و تجزیه و تحلیل شدّت روابط بین شاخص‌هایقابلیت‌های خدماتی استفاده شد. در تحقیقات پیشین، نحوه تعیین اوزان در روش دیمتل فازی مشخص نشده است. اما در این تحقیق رویکردی نو در تعیین اوزان دیمتل فازی ارائه گردید. بر اساس فرآیند پنج مرحله‌ای تحقیق، نتایج از طریق پرسشنامه‌های مجزا و نظرخواهی از 10 نفر از خبرگان بدین‌صورت حاصل گردید که قابلیت‌های مدیریتی و سازمانیاز دیگر ابعاد مهم‌تراند و همچنین شاخص "تحلیل و شکل‌دهی استراتژی" از دیگر شاخص‌هامهم‌تر بوده، به‌عنوان یک نتیجه کلی در صنایع کوچک ایران، شاخص "کیفیت شرکت" به نسبت دیگر شاخص‌ها از اولویت بیشتری برخوردار است.

کلیدواژه‌ها

قابلیت های خدماتی؛ AHP فازی؛ دیمتل فازی؛ قابلیت های مدیریتی؛ کیفیت شرکت

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