Prioritize electronic service quality evaluation indicators with combines the technique of Kano, QFD and fuzzy AHP

Abstract

Today, many provider organizations to survive and surpass other competitors inthe world to compete. The new techniques and tools to identify and prioritize themost important metrics are used to obtain the customer's consent. Banks, as aservice provider organizations are no exception. Quality key role in the bankingindustry and customer satisfaction Arzayt and as one of the objectives in thisarea are considered to be basic. Knowledge of customer needs and requirementsto provide satisfactory services to our clients to facilitate them - slow. Can besaid to have a better understanding, identification and prioritization of keycustomer requirements for bank executives in the banking industry will beconsidered. Expansion of electronic communication and access to the worldwideweb a lot of people in the world, suitable for the establishment of trade andeconomic interaction is provided. This increases competition in the bankingindustry and has been providing electronic banking. Purpose of this studymethods of integrating Quality Function Deployment (QFD), Kano model andfuzzy analytic hierarchy process (FAHP) is. In this study a new method to detectand analyze customer needs, priorities bank offers. The results show that thepriority banking customers before and after the integration of the Kano model inthe planning matrix of quality home is different

Keywords

• evaluation of electronic service quality
• customer satisfaction
• quality function deployment (qfd)
• kano model
• the fuzzy analytic hierarchy process (fahp)