A Frame Work for Ranking the Factors Affecting Customer Service Quality by MOORA Approach

The customer is the essential channel partner of all supply chain, and the customer service quality is utmost important to maintain this channel partner. In this paper, various factors affecting the service quality of customers have been identified and ranked with the help of two approaches of multi-objective optimization based on the ratio analysis (MOORA) method. MOORA is a relatively new technique of multi-criteria decision making for the ranking of various factors. Results show that by using both these approaches final ranking for the most and least important factor is the same. The results of MOORA were compared by using WASPAS. The main reason for identifying and analyzing these factors is to let the researchers and industrials have explicit knowledge of different factors which affect the service quality of customers. Also, this helps to improve customer-industrial relationships.