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How to Select Service Providers in a Two-sided Platform to Achieve Customer Satisfaction Case Study: JSP (Technical Inspection Service Provider)

Hajisafari, Alireza | 2021

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  1. Type of Document: M.Sc. Thesis
  2. Language: Farsi
  3. Document No: 54383 (44)
  4. University: Sharif University of Technology
  5. Department: Management and Economics
  6. Advisor(s): Sepehri, Mehran; Tootoonchy, Mahshid
  7. Abstract:
  8. Increasing growth of the internet and e-commerce usage, which has resulted in arising of new markets, has made organizations more flexible in responding to customer needs. It also facilitates the accessibility of customers to a wide range of service providers. Therefore, the importance of customer satisfaction is escalating.The case study is about technical inspection services. In this field, the responsibility of the quantity and quality check of the purchased goods or the operation supervision is delegated to a third-party inspection company by the buyer or project owner. In such companies, almost all critical activities are farming out to a vast group of inspectors around the world. Thus, finding parameters that play a fundamental role in allocating the best inspector to each project is essential.Consequently, this study is conducted to find out what parameters affect the selection of service provider for achieving ultimate customer satisfaction. Based on this research, in addition to price, which is always effective in supplier selection and customer satisfaction, the impact of delivery, flexibility, the accuracy of invoices, employee ethics and knowledge, trust, corporate image, and agility on customer satisfaction are proved. moreover, the impact of IT knowledge, previous experiences, certificates, and courses, related education, technical knowledge, skills, flexibility, adaptability, reliability, quality, services, surge capacity, on-time delivery, professional judgment, and supplier commitment in the supplier selection, are verified.This study can be utilized by different departments, from the technical department to QA, IT, market development and also the top management
  9. Keywords:
  10. Customer Satisfaction ; Supplier Selection ; Logistics Collaboration ; Two-Sided Platform ; Supplier Selection Criterias ; Electronic Commerce

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