PROPOSING AN INTEGRATED MODEL OF CLUSTRING AND QFD APPROACHES TO IMPROVE QUALITY OF SERVICES BASED ON CUSTOMER TYPE WITH A CASE STUDY IN SAMAN BANK OF QOM

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SHAHIN ARASH; SALEHZADEH REZA; GHANDEHARY MAHSA

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Journal: Year:2011 | Volume:6 | Issue:16 Page(s): 103-118

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Title

PROPOSING AN INTEGRATED MODEL OF CLUSTRING AND QFD APPROACHES TO IMPROVE QUALITY OF SERVICES BASED ON CUSTOMER TYPE WITH A CASE STUDY IN SAMAN BANK OF QOM

Author(s)

SHAHIN ARASH | SALEHZADEH REZA | GHANDEHARY MAHSA | Issue Writer Certificate

Keywords

QFDQ2

DATA MININGQ2

CLUSTERINGQ1

CUSTOMER SATISFACTIONQ2

BANKQ2

Abstract

QFD is a technique used for designing products and services to reflect customer needs. The first phase of QFD is usually called house of quality (HOQ) matrix. Although the house of quality has been successfully used for several decades, and it has often been faced with a number of problems in real application cases .When defining the external customer in HOQ, a single customer group is often assumed. To solve this problem, in this paper an integrated model of CLUSTERING and QFD approaches based on customer type has been proposed. Statistical population of this research includes customers of Saman BANK of Qom. After random sampling, 144 questionnaires were used for data analysis. After data collection, the CLUSTERING approach was used and for each cluster one HOQ matrix was developed. The number of clusters was determined as four clusters; then, service characteristics of each cluster were prioritized by the QFD approach; and, finally, appropriate service was recommended for each cluster. The results imply that the integration of the two approaches forms an empowered technique by which, an organization can achieve competitive advantage through market segmentation, customer recognition/satisfaction.

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APA: Copy

SHAHIN, ARASH, SALEHZADEH, REZA, & GHANDEHARY, MAHSA. (2011). PROPOSING AN INTEGRATED MODEL OF CLUSTRING AND QFD APPROACHES TO IMPROVE QUALITY OF SERVICES BASED ON CUSTOMER TYPE WITH A CASE STUDY IN SAMAN BANK OF QOM. JOURNAL OF INDUSTRIAL MANAGEMENT, 6(16), 103-118. SID. https://sid.ir/paper/171156/en

Vancouver: Copy

SHAHIN ARASH, SALEHZADEH REZA, GHANDEHARY MAHSA. PROPOSING AN INTEGRATED MODEL OF CLUSTRING AND QFD APPROACHES TO IMPROVE QUALITY OF SERVICES BASED ON CUSTOMER TYPE WITH A CASE STUDY IN SAMAN BANK OF QOM. JOURNAL OF INDUSTRIAL MANAGEMENT[Internet]. 2011;6(16):103-118. Available from: https://sid.ir/paper/171156/en

IEEE: Copy

ARASH SHAHIN, REZA SALEHZADEH, and MAHSA GHANDEHARY, “PROPOSING AN INTEGRATED MODEL OF CLUSTRING AND QFD APPROACHES TO IMPROVE QUALITY OF SERVICES BASED ON CUSTOMER TYPE WITH A CASE STUDY IN SAMAN BANK OF QOM,” JOURNAL OF INDUSTRIAL MANAGEMENT, vol. 6, no. 16, pp. 103–118, 2011, [Online]. Available: https://sid.ir/paper/171156/en

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