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ارائه یک مدل براساس نقشه شناختی فازی جهت تحلیل عوامل اثرگذار بر رضایت مشتری ترمینال کانتینری ( مورد مطالعه: اداره کل بنادر و دریانوردی استان بوشهر) | ||
| پژوهشنامه مدیریت اجرایی | ||
| مقاله 6، دوره 10، شماره 19، شهریور 1397، صفحه 147-170 اصل مقاله (1.06 M) | ||
| نوع مقاله: مدیریت استراتژیک (برنامه‌ها، تحلیل‌های استراتژیکی تولید، استراتژی‌های بازاریابی و مدیریت بازار، کسبوکار، سرمایه گذاری، منابع انسانی، مالی، رقابت، . . . ) | ||
| شناسه دیجیتال (DOI): 10.22080/jem.2019.15326.2791 | ||
| نویسندگان | ||
| فاطمه خواجه1؛ حمید شاهبندرزاده* 2 | ||
| 1دانشجوی کارشناسی ارشد مدیریت صنعتی، ادبیات و علوم انسانی، خلیج فارس، بوشهر، ایران | ||
| 2دانشگاه خلیج فارس بوشهر /مدیرگروه مدیریت صنعتی | ||
| تاریخ دریافت: 23 آذر 1397، تاریخ بازنگری: 01 بهمن 1397، تاریخ پذیرش: 28 بهمن 1397 | ||
| چکیده | ||
| وضعیت کنونی اقتصاد کشور، رشد روزافزون ترمینالهای کانتینری و بازار رقابتی این صنعت، مدیران ترمینال کانتینری را ملزم به حفظ مشتریان کنونی و جذب مشتریان جدید در راستای حفظ منافع سازمان مینماید. ازآنجاییکه رضایت مشتریان ترمینالهای کانتینری تحت تأثیر شاخصهای متنوع و درهمتنیده میباشد، پژوهش حاضر برای تعیین و تشخیص میزان ارتباط بین شاخصهای رضایت مشتری از نقشهشناختیفازی استفادهنمودهاست. درهمینراستا، این پژوهش از طریق مطالعه کتابخانهای به شناسایی شاخصهای مرتبط با رضایت مشتریان ترمینال کانتینری پرداخته و سپس میزان نفوذ هریک از شاخصها بر یکدیگر را با استفاده از نظر متخصصان ترمینال کانتینری استان بوشهر، تعییننمودهاست. درادامه، ماتریس بهدستآمده در نرمافزار Fcmapper اجرا و نقشهشناختیفازی ترسیم گردید. بهترتیب، عملکرد اپراتور، سرعت عملیات تخلیهوبارگیری و کیفیت خدمات سه شاخص مهم ازنظر محوریت شناسایی شدند که مدیران هنگام سیاستگذاری بایستی به این شاخصها توجه ویژه نمایند.پژوهش حاضر، به مدیران ترمینال کانتینری استان بوشهر این امکان را میدهد تا با استفاده از شاخصهای محوری و شناسایی خوشههای مؤثر در نقشه شناختی فازی، سیاست مناسب را در جهت افزایش رضایت مشتری اعمال نمایند. برهمیناساس دو خوشهی مهم در جهت افزایش رضایت مشتریان، شناسایی و به مدیران پیشنهاد گردید تا درجهت افزایش شایستگی کارکنان، استفاده از تجهیزات مدرن و نظارت برحمل بار، بیشتر تلاش نمایند. | ||
| کلیدواژه‌ها | ||
| منافع ترمینال کانتینری؛ رضایت مشتری؛ نقشه شناختی‌فازی؛ تئوری گراف؛ شبکه عصبی | ||
| عنوان مقاله [English] | ||
| Presentation of a Model based on Fuzzy Cognitive Map for Analyzing the Factors Affecting the Customer Satisfaction of the Container Terminal (Case Study: Bushehr Province Department of Ports and Mnitime organization) | ||
| نویسندگان [English] | ||
| fatemeh khajeh1؛ Hamid Shahbandarzadeh2 | ||
| 1Master's Degree in Industrial Management, Literature and Humanities, Persian Gulf, Bushehr, Iran | ||
| 2Chief of Department of Industrial Management/ Persian Gulf university | ||
| چکیده [English] | ||
| The current economic situation of the country, the growth of container terminals and the competitive market of this industry, obliges container terminal managers to keep their current customers and absorb new customers to save the interests of the organization. Since the customer satisfaction of container terminals has complex and various factors, the present study is determined and identified the degree of influence among factors of customer satisfaction with fuzzy cognitive map (FCM). This study are Identified the factors related to customer satisfaction of the container terminal through studying the library and interviewing experts and then the degree of influence of each factors on each other by using the interview with experts of container terminal in bushehr province are determined. Then the matrix obtained in Fcmapper software and the fuzzy cognitive map is drawn. Three important indicators are centrality identified in terms of operator performance, speed of unloading and loading operations, and service quality, respectively, such that managers will pay special attention to these indicators when policy are taken. The present research is enabled the container terminal managers of bushehr province to using centralized indexes and identifying effective clusters in the fuzzy cognitive map to apply appropriate policies to increase customer satisfaction. According to this, two important clusters are recognized and suggested to management in order to increase customer satisfaction.Also, using of modern equipment and supervising cargo handling is useful to increase the competence of the staff. | ||
| کلیدواژه‌ها [English] | ||
| Container Terminal Interests, Customer Satisfaction, Fuzzy Cognitive Map, Graph theory, Neural Network | ||
| مراجع | ||
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