An Integrated Methodology Using PROMETHEE and Kano’s Model to Rank Strategic Decisions

Fofan, Angela Cristina; Oliveira, Lucas Ambrósio Bezerra de; Melo, Fagner José Coutinho de; Jerônimo, Taciana de Barros; Medeiros, Denise Dumke de

doi:10.1080/10429247.2019.1655351

Cited by 9 publications

(6 citation statements)

References 16 publications

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“…Figure 1 shows the Kano Model, considering the relationship between the degree of satisfaction and the level of performance. The Kano Model is established by means of a questionnaire, where it is divided into two groups of questions: the group of functional or positive questions that seek to identify what consumer satisfaction is if a given attribute is present in a product/service and the group of dysfunctional or negative questions that seek to identify how much the non-existence of a given attribute or its poor performance interferes negatively with consumer satisfaction (Fofan et al, 2019;Asian et al, 2019). By comparing these results, it is possible to classify the attributes as Attractive, Must-be, One-dimensional, Reverse and Indifferent.…”

Section: Kano Modelmentioning

confidence: 99%

“…In this way, the Attractive and Mandatory Quality Model seeks to recognize the demands of consumers, making a behavioral description for each attribute through its classification (Shahin and Mohammadi, 2015; Fofan et al , 2019). Figure 1 shows the Kano Model, considering the relationship between the degree of satisfaction and the level of performance.…”

Section: Literature Reviewmentioning

confidence: 99%

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Basic Health Units services quality assessment through Kano and SERVQUAL models

Lacerda

Souza

Silva

et al. 2021

BIJ

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PurposeThe present research aims to evaluate the quality of services provided by the Basic Health Units (UBS) of the Unified Health System (SUS) located in the city of Recife, in the state of Pernambuco, Brazil, using the Kano model integrated with the dimensions of quality proposed by the service quality (SERVQUAL) model.Design/methodology/approachThe research was classified as bibliographic, descriptive, quantitative and surveyable. A structured questionnaire based on the Kano Model integrated with the dimensions of quality proposed by the SERVQUAL model, applied online through Google Forms. The questionnaires were distributed on social networks, obtaining a non-probabilistic sample of 120 individuals, collected for convenience.FindingsThrough the analysis of the Kano Model, it was possible to observe that all the investigated attributes are classified as one-dimensional. Among the attributes that deserve to be highlighted are attributes “Clean and pleasant environment”, “Reliability and security of information”, “Knowledge of employees to perform services”, “Service performed in the promised time”, “Polite and kind staff in dealing with users” and “Effectiveness of the service provided” due to having the longest intervals when considering the satisfaction and dissatisfaction coefficients, above 1.575. These attributes must be considered as critical priorities when implementing improvements, since their presence considerably increases users' satisfaction, as well as their absence generates great dissatisfaction.Originality/valueThe research is original and justified by the potential use of a quality assessment tool in the public health service, especially primary care. It is noteworthy that there are few works that integrate the Kano and SERVQUAL models applied in the public health service and that this integration can contribute to the national and international literature, mainly in the identification and prioritization of areas for improvement.

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Section: Kano Modelmentioning

confidence: 99%

Section: Literature Reviewmentioning

confidence: 99%

Basic Health Units services quality assessment through Kano and SERVQUAL models

Lacerda

Souza

Silva

et al. 2021

BIJ

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“…Since its introduction, fuzzy logic has been widely used in academic works in several areas besides engineering, such as in the quality area, for example, in the works (Medeiros, 2009); (Ramasamy and Selladurai, 2004) and (Aquino et al, 2019); (Fofan et al, 2019) and in assisting investment decision makers, for example, in the works of (Eraslan and Iç, 2011); (Zandi and Tavana, 2011); (Zou et al, 2020), (Díaz and Nojima, 2020) and (Suh and Kim, 2020).…”

Section: The Fuzzy Logicmentioning

confidence: 99%

An Approach Fuzzy for Self-Assessing in Micro and Small Building Companies

Magalhães

Melo

Medeiros

2021

ric

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Due to increased competition enterprises have sought alternatives to improve their processes and increase the quality of their products and services. The enterprises of construction sector are related to the buildings construction. They have adopted Quality Management System (QMS) to improve their processes and to fill the demands of the market. Among the existing QMS, the Brazilian Program of Habitat Quality and Productivity (PBQP-H/Siac) has distinguished itself by offering benefits that are favorable to the enterprises in this segment. However, unlike medium and large enterprises, the Micro and Small enterprises (MSEs) have limited financial resources, lack on quality management, and others obstacles. MSEs have fitted their quality implementation to match with the larger construction enterprises, to better competition and to get opportunities in the market. Because of this, the present paper proposes an approach to self-evaluation requirements of PBQP-H/Siac, using fuzzy logic as a measurement tool. The fuzzy logic will formalized the assessed requirement, providing better definition on decision making. The approach exposed as a simulation based on real case to demonstrate their applicability. As a result the approach determines the degree of formalization of the desired level.

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“…O Modelo de Kano é utilizado para analisar a importância de atributos que envolve qualidade em serviços e a qualidade em produtos (MADZIK, 2018), com base na relação entre o desempenho ou a existência de um atributo e a satisfação dos usuários (KANO et al, 1984;REICHENBACH et al, 2021). Esse modelo tem sido amplamente utilizado para classificar os desejos e as necessidades dos clientes (FOFAN et al, 2019;BAIER et al, 2020;TANG et al, 2021).…”

Section: Modelo De Kanounclassified