Abstract

Purpose: The purpose of this study is to determine the importance and priority arising from the relationship between MRO-office supplies franchisor ("franchisor") and franchisees through an in-depth investigation. In particular, with respect to the MRO-Office franchise industry, we would like to make meaningful contributions in the decision-making process by comparing and contrasting factors that affect the importance and priority of communication, conflict, support and satisfaction through AHP analysis. Research design, data, and methodology: After completion of AHP analysis, the study will also identify factors in order of priority and factors of importance between the franchisor and franchisees. Another purpose of this study is to evaluate and propose business relationship strategies between the franchisor and franchisees. Through AHP analysis, this study will facilitate the relationship between the franchisor and franchise, and determine the factors of importance and factors in order of priority. Result: This study evaluates the differences and priorities of the two groups arising from the relationship between the franchisor and the franchisees through AHP analysis after separately analyzing the franchisor. In this study, the franchisees find that communication is the most important factor, then support as the second most important factor between the two groups. In contrast, the franchisor finds that support is the most important factor followed by communication between the two groups. Conclusions: This analysis demonstrates the discrepancy in evaluating important factors from the perspectives of the franchisor and the franchisees. The largest discrepancy between the franchisor and franchisees comes from an information system related to communication factors. This effectively means that the franchisor has an understanding of this inadequate information system on the part of franchisees but this understanding is not deemed an important factor. The franchisees recognize and focus on the need to obtain feedback from the franchisor regarding management improvement as the most important factor rather than the ability of the franchisor to guide them through the franchisees' operations. To this end, the franchisor should be more flexible in dealing with the problem of improving the work required by the franchisees. For this study, a survey was conducted on employees of MRO-office supplies franchisor, franchisees, and employees and completed based on AHP analysis.