A hybrid Kano-fuzzy AHP method for measuring customer satisfaction: A case study of transportation system

Hemati, Mohammad; Ghorbanian, Fozieh

doi:10.5267/j.msl.2010.04.003

Cited by 11 publications

(4 citation statements)

References 15 publications

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“…In today's research, there are few analyses that integrate the Kano Model with FAHP to rank patients' needs and requirements. However, an empirical study, presented by Hemati and Ghorbanian (2011), illustrated the integrated Kano Model and FAHP for measuring and classifying customers' requirements in the field of transportation system. Another research was in the field of electronic banking, developed by Alroaia and Ardekani (2012), who associated the Kano Model and FAHP to evaluate and prioritize the indicators that could affect customers' desires.…”

Section: Integrating Fahp With the Kano Modelmentioning

confidence: 99%

Applying the fuzzy analytical hierarchy process for classifying and prioritizing healthcare quality attributes

Dinulescu

Dobrin

2022

Management &Amp; Marketing. Challenges for the Knowledge Society

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In any country, the healthcare system is an important sector whose major goal is to provide high-quality medical services and goods to maximize patient satisfaction. The purpose of this research is to introduce an analytical approach for presenting and classifying healthcare quality aspects which might have an impact on patient satisfaction. Therefore, this perspective is achieved by implementing an integrated Kano and fuzzy analytical hierarchy process (FAHP) Model which will grant the support for creating better and improved business strategies, as well as an efficient resource allocation. Our contribution to the literature focuses on the advantage of using an integrated Kano Model and a fuzzy analytical hierarchy process in classifying patients’ needs based on healthcare quality attributes regarding the healthcare staff and clinic’s facility design. Furthermore, this contribution represents a base for further research and completes with the efficiency and sustainability of the fuzzy analytical hierarchy process applied to the healthcare system. The results suggest that healthcare providers should focus more on performance attributes, to increase patient satisfaction.

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Section: Integrating Fahp With the Kano Modelmentioning

confidence: 99%

Applying the fuzzy analytical hierarchy process for classifying and prioritizing healthcare quality attributes

Dinulescu

Dobrin

2022

Management &Amp; Marketing. Challenges for the Knowledge Society

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“…Very few researchers combined Kano model and FAHP to classify and rank customer's needs. For example, Hemati and Ghorbanian (2011) presented an empirical study based on integrated Kano model and FAHP to measure and rank customers' requirements in a transportation system. Alroaia and Ardekani (2012) combined Kano model and FAHP to analyze and prioritize indicators affecting customers' needs in electronic banking.…”

Section: Integrated Kano Model and Fahpmentioning

confidence: 99%

Classifying and Ranking Healthcare Quality Attributes Using Integrated Kano- Fuzzy Analytical Hierarchy Process Model

Momani¹,

Al-Hawari²,

Al-Shebami³

et al. 2014

EMR

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Healthcare is a vital service sector that provides quality treatment services to patients aiming at achieving individual satisfaction. In order to improve the quality of the healthcare sector, patients should be involved in the improvement process. The aim of this study is to provide a systematic approach for determining and prioritizing healthcare quality attributes that affect patients' satisfaction. This is accomplished using an integrated Kano-FAHP model that would provide the basis for better improvement strategies and resource allocation. Based on Kano model principles the collected attributes are analyzed and classified into four main classes: must-be, performance, attractive, and indifferent needs. Statistical tests are performed to ensure the reliability of Kano classification. The classified healthcare quality attributes are structured in hierarchal form, and then prioritized by using FAHP method. Conventional AHP is integrated with fuzzy set theory to capture the uncertainty and ambiguity of patients while concluding judgments. Results indicate that must-be attributes gain the largest weights where "correct information given" and "employee friendless and respectfulness" are the first and second attributes with weights of 0.098 and 0.092, respectively.

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“…Not surprisingly, there have been numerous attempts to combine the strengths of AHP and the Kano model for decision-making purposes [15][16][17][18][19][20]. For example, in [16], authors attempted to integrate AHP, Kano and QFD methods in library services.…”

Section: Management and Production Engineering Reviewmentioning

confidence: 99%

“…The Kano model's "two dimension" perspective does not point to one definitive "best" alternative, but instead allows respondents to entertain the possibility of different relationships between consequent and antecedent under varying conditions: more like a mixing board than a switch. The Kano approach teases apart the product or service attributes' qualities with respect to customer satisfaction, leading to a clearer picture of each attribute's role in achieving the goal.Not surprisingly, there have been numerous attempts to combine the strengths of AHP and the Kano model for decision-making purposes [15][16][17][18][19][20]. For example, in [16], authors attempted to integrate AHP, Kano and QFD methods in library services.…”

mentioning

confidence: 99%

Bringing Kano’s Perspective to AHP: The 2D-AHP Decision Model

Jung

Yim

Lim

et al. 2016

Management and Production Engineering Review

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Accepted: 28 July 2016 AHP and the Kano model are such prevalent TQM tools that it may be surprising that a true hybrid decision-making model has so far eluded researchers. The quest for a hybrid approach is complicated by the differing output perspective of each model, namely discrete ranking (AHP) versus a multi-dimensional picture (Kano). This paper presents a hybrid model of AHP and Kano model, so called two-dimension AHP (2D-AHP). This paper first compares the two approaches and justifies a hybrid model based on a simple conceit drawn from the Kano perspective: given a decision hierarchy, child and parent elements can exhibit multi-dimension relationships under different circumstances. Based on this premise, the authors construct a hybrid two-dimension AHP model whereby a functionaldysfunctional question-pair technique is incorporated into a traditional AHP framework.Using the proposed hybrid model, this paper provides a practical test case of its implementation. The 2D-AHP approach revealed important evaluation variances obscured through AHP, while a survey study confirmed that the 2D-AHP approach is both feasible and preferred in some respects by respondents. Although there have been rich research efforts to combine AHP and Kano model, most of them is simply about a series of individual usage of each methodology. On the other hand, the type of hybridization between AHP and Kano model in this paper is quite unique in terms of the two dimensional perspective. The model provides a general approach with application possibilities far beyond the scope of the test case and its problem structure, and so calls for application and validation in new cases.Keywords analytic hierarchy process, Kano model, hybrid model, multi-criteria decision-making, twodimension perspective. IntroductionWith the convincing business benefits of employing Total Quality Management (TQM) strategies [1,2], TQM implementation has remained a top agenda item for contemporary businesses decision makers across a wide spectrum of industries. Enacting TQM relies heavily on consistent, rational decision making throughout the organization, as well as attention to customer satisfaction. Academics and practitioners alike have turned their attention to the question of how best to introduce and implement TQM. What analytical processes produce the most effective decisions regarding TQM deployment? Which theoretical models lead to the greatest performance increases from TQM with the least wastage? While previous studies have suggested various methods for TQM introduction and implementation [3,4], a throng of TQM professionals and researchers have chosen to employ analytic hierarchy processes (AHP) 16Unauthenticated Download Date | 5/12/18 8:57 AM Management and Production Engineering Reviewto deconstruct and analyze decision criteria and alternatives, while others have applied the Kano model (also called the 'Theory of Attractive Quality') to develop the organization's customer focus through their products and services.As Wang et al.[5] ident...

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A hybrid Kano-fuzzy AHP method for measuring customer satisfaction: A case study of transportation system

Cited by 11 publications

References 15 publications

Applying the fuzzy analytical hierarchy process for classifying and prioritizing healthcare quality attributes

Applying the fuzzy analytical hierarchy process for classifying and prioritizing healthcare quality attributes

Classifying and Ranking Healthcare Quality Attributes Using Integrated Kano- Fuzzy Analytical Hierarchy Process Model

Bringing Kano’s Perspective to AHP: The 2D-AHP Decision Model

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