Prioritizing Factors Affecting Bank Customers Using Kano Model and Analytical Hierarchy Process
نویسنده:
, , , , , ,سال
: 2013
چکیده: This study intend to prioritize the factors affecting customer satisfaction of the quality of ser-vices provided by EGHTESADE NOVIN BANK, in order to gain more competitive advan-tage .Because the funding is dependent on the private bank customers ,Customer satisfaction Lead to increased investment in the bank. This is a practical research and its method is de-scriptive .Using literature research and expert opinion, 24 factors identified, then by using the Kano model, these factors were classified into three groups: Basic needs, Expected needs and Excitement needs. Each Group got respectively 5,9& 7 factors. The there remaining factors are Indifferent requirements. Then by using AHP in EXPERT CHOICE software, the weight of agents within Kano groups calculated. Finally, results from the two methods ( kano & AHP) in prioritizing the needs of customers, are compared.The results of both methods are largely similar and following the rules and employees skills ,indicated as the most impor-tant factors in customer satisfaction.
کلیدواژه(گان): Customer Satisfaction,AHP,KANO,Prioritizing
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Prioritizing Factors Affecting Bank Customers Using Kano Model and Analytical Hierarchy Process
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contributor author | مصطفی کاظمی | en |
contributor author | امیر کاریزنوئی | en |
contributor author | سیدمحمدرضا حسینی مقدم قوچان کهنه | en |
contributor author | محمدتقی سرگزی | en |
contributor author | Mostafa Kazemi | fa |
contributor author | Amir Kariznoee | fa |
contributor author | mohammad taghi sargazi | fa |
date accessioned | 2020-06-06T13:11:33Z | |
date available | 2020-06-06T13:11:33Z | |
date issued | 2013 | |
identifier uri | http://libsearch.um.ac.ir:80/fum/handle/fum/3345289 | |
description abstract | This study intend to prioritize the factors affecting customer satisfaction of the quality of ser-vices provided by EGHTESADE NOVIN BANK, in order to gain more competitive advan-tage .Because the funding is dependent on the private bank customers ,Customer satisfaction Lead to increased investment in the bank. This is a practical research and its method is de-scriptive .Using literature research and expert opinion, 24 factors identified, then by using the Kano model, these factors were classified into three groups: Basic needs, Expected needs and Excitement needs. Each Group got respectively 5,9& 7 factors. The there remaining factors are Indifferent requirements. Then by using AHP in EXPERT CHOICE software, the weight of agents within Kano groups calculated. Finally, results from the two methods ( kano & AHP) in prioritizing the needs of customers, are compared.The results of both methods are largely similar and following the rules and employees skills ,indicated as the most impor-tant factors in customer satisfaction. | en |
language | English | |
title | Prioritizing Factors Affecting Bank Customers Using Kano Model and Analytical Hierarchy Process | en |
type | Journal Paper | |
contenttype | External Fulltext | |
subject keywords | Customer Satisfaction | en |
subject keywords | AHP | en |
subject keywords | KANO | en |
subject keywords | Prioritizing | en |
journal title | International Journal of Accounting and Financial Management-IJAFM | fa |
pages | 105-114 | |
journal volume | 6 | |
journal issue | 6 | |
identifier link | https://profdoc.um.ac.ir/paper-abstract-1032744.html | |
identifier articleid | 1032744 | |
contributor rawauthor | Seyed Mohammad Reza Hosseini Moghadam Ghouchan Kohneh | fa |