文章基本信息

标题：A hybrid Kano-fuzzy AHP method for measuring customer satisfaction: A case study of transportation system ,
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作者：Mohammad Hemati ; Fozieh Ghorbanian
期刊名称：Management Science Letters
印刷版ISSN：1923-9335
电子版ISSN：1923-9343
出版年度：2011
卷号：1
期号：3
页码：263-270
DOI：10.5267/j.msl.2011.04.003
出版社：Growing Science
摘要：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.
关键词：Services quality; Customers satisfactory; Kano Model; Fuzzy analytical hierarchy process