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  1. 2 Acta Physica Polonica A

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  1. 2 2017

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  1. 2 Cengız Toklu M.

  2. 1 Taşkin H.

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Performance Evaluation of Small-Medium Enterprises Based on Management and Organization

100%
Cengız Toklu M., Taşkin H.
Acta Physica Polonica A
|
2017
|
vol. 132
|
issue 3
994-998
EN
Companies need to constantly evaluate their activities in strategic planning process. These activities include all processes in the company, such as management and organization, research and development, production planning, manufacturing, post-sales services, accounting and finance. The aim of this study is to propose an evaluation model that can be used to evaluate management and organization performance for small and medium enterprises. In the proposed model, fuzzy multi-criteria decision-making approaches consisting of fuzzy analytic network process and fuzzy decision making trial and evaluation laboratory methods are used to determine the weights of performance criteria. A case study has been conducted in a small and medium enterprise for empirical evidence. From the outcome of our investigation, it is possible to conclude that "corporate communication" and "process management" are more important criteria. The most important sub-criteria are listed as, "senior management in harmony with each other", "employee requests and demands are collected periodically" and "pocket reference that includes procedures and fixed rules are available".
2
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Determination of Customer Loyalty Levels by Using Fuzzy MCDM Approaches

100%
Cengız Toklu M.
Acta Physica Polonica A
|
2017
|
vol. 132
|
issue 3
650-654
EN
Customer loyalty is an important issue for business enterprises to improve their market performance. It can be defined as the outcome of a customer's belief in a particular company and customer satisfaction with the company's products or/and services. Business enterprises can make strategic marketing decisions by using customer loyalty levels and manage customer relations. This research will mainly focus on determination of loyalty criteria. The second objective of the research is to prioritize the criteria set. In the proposed model, fuzzy multi-criteria decision making approaches consisting of fuzzy analytic network process and fuzzy decision making trial and evaluation laboratory methods were used to determine the customer loyalty level. A case study has been conducted in a small-medium enterprise to improve the understanding of how companies establish a customer selection strategy with customer loyalty degree. The results from this study indicate that "resistance to change", "purchase frequency" and "switching cost" are the most important criteria to determine customer loyalty.
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