INTEGRATION OF CLUSTRING, AHP AND KANO APPROACHES TO DESCRIBE SAMAN BANK SERVICES - WITH A CASE STUDY IN QOM

Q: How can I download an article?

To download an article from SID, first log in to the site, search for the article title, and click on the 'Download Article' option.

Q: How can I download an ISI article?

To download an ISI article on SID, enter the keyword or article title in the search bar, view the relevant results, click on the desired article, and select the 'Download Article' option.

Q: How can I access the SID database?

To access the SID database, visit SID.ir, create an account, and log in to access scientific resources.

Q: Is downloading articles from SID free?

Some articles on SID are available for free, while others require payment. Details are specified on the article's page.

SHAHIN ARASH; SALEHZADEH REZA; GHANDEHARI MAHSA

مرکز اطلاعات علمی Scientific Information Database (SID) - Trusted Source for Research and Academic Resources

Journal Paper

Paper Information

Journal: Management Research in Iran Year:2012 | Volume:16 | Issue:1 (74) Page(s): 73-91

Download Full-Text

Persian Verion

View:

1,641

Download:

Cites:

Information Journal Paper

Title

INTEGRATION OF CLUSTRING, AHP AND KANO APPROACHES TO DESCRIBE SAMAN BANK SERVICES - WITH A CASE STUDY IN QOM

Author(s)

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

Keywords

KANO MODELQ2

CLUSTERINGQ1

AHPQ2

CUSTOMER SATISFACTIONQ2

Abstract

The purpose of this paper is to propose an integrated model of CLUSTERING, AHP and Kano approaches. Based on customer segmentation and value achievement of each segment, the new model is expected to recommend appropriate service for each segment. Statistical population of this research includes customers of Saman Bank of Qom. After random sampling, 144 questionnaires were used for data analysis. CLUSTERING approach was used and the clusters were prioritized by the AHP approach. Finally, the needs of each cluster were determined using the Kano methodology and appropriate service was recommended for each cluster.The number of clusters was addressed as four and the clusters were prioritzed as the second, the third, the first and the fourth clusters. In the first cluster, customers' needs were distinguished as more one-dimensional, attractive and indifferent; in the second and third clusters, as more must-be; and in the fourth cluster, as more one-dimensional. The results imply that integration of the above three approaches forms an empowered technique by which an organization can achieve competitive advantage through market segmentation and valueable customer recognition/satisfaction.

Cites

SEGMENTING AND PROFILING GREEN CONSUMERS WITH USE OF SELF ORGANIZING MAPS

References

Cite

APA: Copy

SHAHIN, ARASH, SALEHZADEH, REZA, & GHANDEHARI, MAHSA. (2012). INTEGRATION OF CLUSTRING, AHP AND KANO APPROACHES TO DESCRIBE SAMAN BANK SERVICES - WITH A CASE STUDY IN QOM. MANAGEMENT RESEARCH IN IRAN (MODARES HUMAN SCIENCES), 16(1 (74)), 73-91. SID. https://sid.ir/paper/384351/en

Vancouver: Copy

SHAHIN ARASH, SALEHZADEH REZA, GHANDEHARI MAHSA. INTEGRATION OF CLUSTRING, AHP AND KANO APPROACHES TO DESCRIBE SAMAN BANK SERVICES - WITH A CASE STUDY IN QOM. MANAGEMENT RESEARCH IN IRAN (MODARES HUMAN SCIENCES)[Internet]. 2012;16(1 (74)):73-91. Available from: https://sid.ir/paper/384351/en

IEEE: Copy

ARASH SHAHIN, REZA SALEHZADEH, and MAHSA GHANDEHARI, “INTEGRATION OF CLUSTRING, AHP AND KANO APPROACHES TO DESCRIBE SAMAN BANK SERVICES - WITH A CASE STUDY IN QOM,” MANAGEMENT RESEARCH IN IRAN (MODARES HUMAN SCIENCES), vol. 16, no. 1 (74), pp. 73–91, 2012, [Online]. Available: https://sid.ir/paper/384351/en

Related Journal Papers