A New Methodology for Customer Satisfaction Analysis: Taguchi’s Signal-to-Noise Ratio Approach

Ho, Li‐Hsing; Feng, Shu-Yun; Yen, Tieh‐Min

doi:10.4236/jssm.2014.73021

Cited by 13 publications

(6 citation statements)

References 24 publications

(46 reference statements)

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…This research uses a quantitative approach involving design of experiments using primary data collected through a selfadministered questionnaire [11], [64], [66]. Further details about the research instrument and sample are discussed below:…”

Section: Methodolgymentioning

confidence: 99%

“…The five factors identified as the result of the literature review are selected as the control factors, which are vision, skills, resources, incentives and action plan. Each of these factors were experimented with their levels according to the data collected on the 5 point Likert scale [64] (strongly disagree to strongly agree). Further explanation of these factors and levels is in the next section.…”

Section: A Factors and Levelsmentioning

confidence: 99%

See 1 more Smart Citation

Identifying Control Factors for Business Process Improvement in Telecom Sector Using Taguchi Approach

Ibrahim¹,

Hanif

Ahsan

2019

IEEE Access

View full text Add to dashboard Cite

Business Process Improvement (BPI) projects open avenues of success for organizations in this highly competitive era. However, most of these projects are not completed due to various reasons identified in past studies making it an area of active research. Using the Taguchi method, this paper identifies industry relevant factors that are most critical to success of a BPI Project in the Telecom sector. Data collected from business process managers and teams was used in evaluating the factors that significantly affect BPI project success through Taguchi Method. The experimental results and findings enable the managers of Telecom organizations to conduct successful BPI projects by guiding them about the factors that are determined to be highly critical to success. Vision, skills, resources, incentives and action plan were determined as critical factors that lead the BPI project towards success. The primary contribution of this research is the proposed methodology and the design of experiment based on the Taguchi Method to determine levels of critical factors in the services sector where this has limited application as compared to the manufacturing industry. The practical implications of this research relate to providing concise directions to ensure success of BPI Projects in the Telecom sector prior to execution of the project. A significant contribution of the research is its practicability in implementation across different industries. INDEX TERMS Business process improvement (BPI), critical success factors (CSFs), change accelerated process (CAP), Taguchi, robust design, orthogonal array (OA).

show abstract

Section: Methodolgymentioning

confidence: 99%

Section: A Factors and Levelsmentioning

confidence: 99%

Identifying Control Factors for Business Process Improvement in Telecom Sector Using Taguchi Approach

Ibrahim¹,

Hanif

Ahsan

2019

IEEE Access

View full text Add to dashboard Cite

show abstract

“…Taguchi suggested that an attribute must have a consistent average and target values, while a smaller variation would be better (Taguchi, 1991). Quality assessment should take into account both the impact of the average and variance into account at the same time (Ho et al, 2014). Taguchi S/N ratio has the additive capability and can be used to measure the relative opinion of the respondents.…”

Section: Applying Taguchi Signal To Noise Ratiomentioning

confidence: 99%

The significant impact of the economic sustainability on the cement industry by the assessment of the key performance indicators using Taguchi signal to noise ratio

et al. 2020

View full text Add to dashboard Cite

The cement industry is one of the basic mineral-based industries that need strategic and operational sustainable development based on social, economic, and environmental indicators. The government's major infrastructural projects together with the China Pakistan Economic Corridor (CPEC) is one of the factors that motivate numerous local producers to aggressively install new plants and increase the capacity of existing plants. According to all Pakistan Cement Manufacturers Association (APCMA), there are 24 cement plants within the country producing approximately 47 million tons of cement per annum and many are planning to increase their capacities. The aim of this paper is to identify and rank the economic key performance indicators (KPIs) that have a significant impact on the economic sustainability of cement industries in Pakistan, using Taguchi signal to noise ratio (S/N). This study is based on survey perceptions held by the experts in the cement industry. 14 KPIs identified through literature review are discussed. The ranking provides an insight into what the industry experts regard as important KPIs and how they can be used to achieve economic sustainability. Increase in market share, new export markets, and operating cost per ton of cement production are considered to be the most important KPIs

show abstract

“…However, a major issue in using ordered categorical scales is the overdependence on mean scores of attributes overlooking the importance of variance in responses (Lee et al, 2008). Many researchers consider "variance" as a better estimator of quality (Taguchi et al, 2005;Yang et al, 2011;Ho et al, 2014). When means of 601 Healthcare service quality attributes does not have significant difference, the one with lesser variance better captures general quality perceptions.…”

Section: Tqm 314mentioning

confidence: 99%

Healthcare service quality: a methodology for servicescape re-design using Taguchi approach

Rejikumar

Ajitha

Nair³

et al. 2019

TQM

View full text Add to dashboard Cite

Purpose The purpose of this paper is to identify major healthcare service quality (HSQ) dimensions, their most preferred service levels, and their effect on HSQ perceptions of patients using a Taguchi experiment. Design/methodology/approach This study adopted a sequential incidence technique to identify factors relevant in HSQ and examined the relative importance of different factor levels in the service journey using Taguchi experiment. Findings For HSQ, the optimum factor levels are online appointment booking facility with provision to review and modify appointments; a separate reception for booked patients; provision to meet the doctor of choice; prior detailing of procedures; doctor on call facility to the room of stay; electronic sharing of discharge summary, an online payment facility. Consultation phase followed by the stay and then procedures have maximum effect on S/N and mean responses of patients. The appointment stage has a maximum effect on standard deviations. Research limitations/implications Theoretically, this study attempted to address the dearth of research on service settings using robust methodologies like Taguchi experiment, which is popular in the manufacturing sector. The study implies the need for patient-centric initiatives for better HSQ through periodic experiments that inform about the changing priorities of patients. Practical implications The trade-off between standardization and customization create challenges in healthcare. Practically, a classification of processes based on standardization vs customization potential is useful to revamp processes for HSQ. Originality/value This study applied the Taguchi approach to get insights in re-designing a patient-centric healthcare servicescapes.

show abstract

A New Methodology for Customer Satisfaction Analysis: Taguchi’s Signal-to-Noise Ratio Approach

Cited by 13 publications

References 24 publications

Identifying Control Factors for Business Process Improvement in Telecom Sector Using Taguchi Approach

Identifying Control Factors for Business Process Improvement in Telecom Sector Using Taguchi Approach

The significant impact of the economic sustainability on the cement industry by the assessment of the key performance indicators using Taguchi signal to noise ratio

Healthcare service quality: a methodology for servicescape re-design using Taguchi approach

Contact Info

Product

Resources

About