Prioritizing NBA quality parameters for service quality enhancement of polytechnic education institutes – A fuzzy Kano-QFD approach

Kinker, Pramod; Swarnakar, Vikas; Singh, Avinash; Jain, Rajeev

doi:10.1016/j.matpr.2021.04.122

Cited by 6 publications

(4 citation statements)

References 18 publications

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“…They proposed approach uses QFD and two MCDM techniques, including Interval-Valued Intuitionistic Fuzzy (IVIF) DEMATEL and IVIF Multi-Objective Optimization by Ratio Analysis (MOORA). Kinker, et al [35] employed QFD, fuzzy theory, and the Kano model to enhance the quality of polytechnic education institutes. In the QFD matrix, the national board of accreditation quality parameters is ranked, considering their influence on service quality factors.…”

Section: Literature Reviewmentioning

confidence: 99%

A Fuzzy Three-Dimensional House of Quality to Integrate and Coordinate Departments’ Activities in Organizations

Beheshtinia,

Sedady,

Fathi

et al. 2023

IEEE Access

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This study aims to introduce a method to integrate and coordinate departments' activities to enhance the service quality of organizations using Quality Function Deployment (QFD). To this purpose, the classical two-dimensional House Of Quality (HOQ) matrix is changed to a three-dimensional form (3D-HOQ). The 3D-HOQ is applied to the marketing and Human Resources (HR) departments of a bank to determine customers' and employees' demands, respectively. The 3D-HOQ is also employed to provide a unique list of technical requirements to satisfy the identified demands. Obtaining a unique list of technical requirements with the cooperation of both departments reduces the inconsistency between departments, saves cost and time by preventing reworks and parallel works, and increases the organization's efficiency. Moreover, 3D-HOQ is combined with the SERVQUAL technique and fuzzy theory to determine the weight of obtained technical requirements. The study is conducted in four main steps, (1) identifying the customers' and employees' demands, (2) identifying the technical requirements for simultaneous satisfaction of both customers' and employees' demands, (3) determining the relationships between the technical requirements and the identified demands, and (4) prioritizing technical requirements. Applying the 3D-HOQ resulted in identifying 30 customers' demands, 30 employees' demands, and 50 technical requirements. The study results show that "using new banking technologies" has the highest weight among the customers' demands, and "job security" has been found to have the highest weight among employees' demands. Moreover, "Intraorganizational processes automation" has been identified as the technical requirement with the highest weight.

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Section: Literature Reviewmentioning

confidence: 99%

A Fuzzy Three-Dimensional House of Quality to Integrate and Coordinate Departments’ Activities in Organizations

Beheshtinia,

Sedady,

Fathi

et al. 2023

IEEE Access

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“…By introducing a fuzzy element into the Kano model, the research addresses the possibility of vagueness in customers' feelings during their evaluation by rationalizing the calculation of the number of degrees of possibility when choosing between "like", "must-be", "neutral", "live-with", and "dislike". While the traditional Kano model is less specific in processing human uncertainty, the fuzzy concept included in the Kano model is considered to accommodate the linguistic properties of subjective and fuzzy human perception [22].…”

Section: Ifferent (I) Attributesmentioning

confidence: 99%

Classifying Customer Attributes with Importance Performance Analysis and Fuzzy Kano

Oey,

Putri,

Rahardjo

2023

CommIT (Communication and Information Technology) Journal

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Analyzing what consumer needs remains every day’s challenge for every business. Every business entity requires continuous effort as consumers become more demanding and have more access to product/service offerings, leading to more competitive market dynamics and the necessity for more innovative ways of offering products/services. The research aims to recommend a set of customer attributes for the studied company and analyze the selected attributes using a combination of Importance Performance Analysis (IPA) and fuzzy Kano. The research is a case study of a company selling gift vouchers for individual and corporate consumers. The research combines literature study and affinity diagram workshop to identify the required consumer attributes, which are analyzed using the integration of IPA and fuzzy Kano. The results suggest that the studied company should concentrate on several attributes, such as A7-simple requirement during the purchasing process, A10-no administration fee during purchase, A14-cross promotion with various sister brands, and A15-no minimum purchase. The attributes fall under “concentrate here” in the IPA grid while at the same time, those are considered as “effective improving area” in the fuzzy Kano grid. The studied company is also recommended to keep their good work on the attribute of A5-expiry date longer than one year so that it remains their competitive attribute and does not fall into the other inferior quadrants.

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“…Quality function deployment (QFD), developed and implemented in the 60s in Japan, is a tool to identify design characteristics to meet product design and engineering requirements in a customer-oriented manner (Karasan et al, 2022;Kinker, Swarnakar, Singh & Jain, 2021;Haiyun, Zhixiong, Yüksel & Dinçer, 2021). Throughout the next decades, it has been employed for dealing with uncertain, subjective, and imprecise circumstances (Rehman et al, 2022).…”

Section: The Application Of the Qfd Matrix In The Studymentioning

confidence: 99%

The Use of a QFD-Fuzzy Approach to Support Investors’ Decisions:

Da Costa Júnior,

Cabral,

Barreto Junior

et al. 2023

Contextus

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The work analyses the growth strategy of fast-growing digital business in order to develop a QFD-Fuzzy based methodology to support investors’ decisions. Methodologically, a qualitative transversal research with the CEOs and Founders of 119 start-ups was carried out followed by the development of a QFD-Fuzzy matrix, to assess the impact of key companies’ characteristics onto strategic growth options. The authors found that number of employees and intention to raise money on a short-term basis were the least determining elements for those companies’ growth strategies, whereas having already raised funds and their growth rate were the most determining aspects that influenced their growth strategy. Also, it was shown that the QFD-Fuzzy Matrix may be adapted to support investors’ decisions.

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Prioritizing NBA quality parameters for service quality enhancement of polytechnic education institutes – A fuzzy Kano-QFD approach

Cited by 6 publications

References 18 publications

A Fuzzy Three-Dimensional House of Quality to Integrate and Coordinate Departments’ Activities in Organizations

A Fuzzy Three-Dimensional House of Quality to Integrate and Coordinate Departments’ Activities in Organizations

Classifying Customer Attributes with Importance Performance Analysis and Fuzzy Kano

The Use of a QFD-Fuzzy Approach to Support Investors’ Decisions:

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