A hybrid Kano-fuzzy AHP method for measuring customer satisfaction: A case study of transportation system
An increase competition on today's economy has created motivation for many organizations to look for different alternatives on better serving the customers. There are always some budget limitations on any customer relationship method, which leads us to prioritize different alternatives. In this...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
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Growing Science
2011-07-01
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| Series: | Management Science Letters |
| Subjects: | |
| Online Access: | http://www.growingscience.com/msl/Vol1/msl_2011_16.pdf |
| _version_ | 1818689722711539712 |
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| author | Mohammad Hemati Fozieh Ghorbanian |
| author_facet | Mohammad Hemati Fozieh Ghorbanian |
| author_sort | Mohammad Hemati |
| collection | DOAJ |
| description | An increase competition on today's economy has created motivation for many organizations to look for different alternatives on better serving the customers. There are always some budget limitations on any customer relationship method, which leads us to prioritize different alternatives. In this paper, we present an empirical method based on an integrated Kano and fuzzy analytical hierarchy procedure to rank suitable alternatives. The proposed model of this paper uses a questionnaire survey to gather customer's opinions and implements the method for a real-world case study of transportation planning. The questionnaire includes 37 questions distributed among 976 passengers for two trips in Iran. The results indicate that driver's physical and mental health, buss equipments with GPS functionality and familiarity of drivers with road and road's conditions play important role on choosing a transportation company. |
| first_indexed | 2024-12-17T12:14:38Z |
| format | Article |
| id | doaj.art-513ac4a7433845c382c276f78ca33fa4 |
| institution | Directory Open Access Journal |
| issn | 1923-9335 1923-9343 |
| language | English |
| last_indexed | 2024-12-17T12:14:38Z |
| publishDate | 2011-07-01 |
| publisher | Growing Science |
| record_format | Article |
| series | Management Science Letters |
| spelling | doaj.art-513ac4a7433845c382c276f78ca33fa42022-12-21T21:49:15ZengGrowing ScienceManagement Science Letters1923-93351923-93432011-07-0113263270A hybrid Kano-fuzzy AHP method for measuring customer satisfaction: A case study of transportation systemMohammad HematiFozieh GhorbanianAn increase competition on today's economy has created motivation for many organizations to look for different alternatives on better serving the customers. There are always some budget limitations on any customer relationship method, which leads us to prioritize different alternatives. In this paper, we present an empirical method based on an integrated Kano and fuzzy analytical hierarchy procedure to rank suitable alternatives. The proposed model of this paper uses a questionnaire survey to gather customer's opinions and implements the method for a real-world case study of transportation planning. The questionnaire includes 37 questions distributed among 976 passengers for two trips in Iran. The results indicate that driver's physical and mental health, buss equipments with GPS functionality and familiarity of drivers with road and road's conditions play important role on choosing a transportation company.http://www.growingscience.com/msl/Vol1/msl_2011_16.pdfServices qualityCustomers satisfactoryKano ModelFuzzy analytical hierarchy process |
| spellingShingle | Mohammad Hemati Fozieh Ghorbanian A hybrid Kano-fuzzy AHP method for measuring customer satisfaction: A case study of transportation system Management Science Letters Services quality Customers satisfactory Kano Model Fuzzy analytical hierarchy process |
| title | A hybrid Kano-fuzzy AHP method for measuring customer satisfaction: A case study of transportation system |
| title_full | A hybrid Kano-fuzzy AHP method for measuring customer satisfaction: A case study of transportation system |
| title_fullStr | A hybrid Kano-fuzzy AHP method for measuring customer satisfaction: A case study of transportation system |
| title_full_unstemmed | A hybrid Kano-fuzzy AHP method for measuring customer satisfaction: A case study of transportation system |
| title_short | A hybrid Kano-fuzzy AHP method for measuring customer satisfaction: A case study of transportation system |
| title_sort | hybrid kano fuzzy ahp method for measuring customer satisfaction a case study of transportation system |
| topic | Services quality Customers satisfactory Kano Model Fuzzy analytical hierarchy process |
| url | http://www.growingscience.com/msl/Vol1/msl_2011_16.pdf |
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