An integrated ANP–QFD approach for prioritization of customer and design requirements for digitalization in an electronic supply chain

Ts, Deepu; Ravi,

doi:10.1108/bij-06-2020-0298

Cited by 12 publications

(10 citation statements)

References 127 publications

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“…The importance of those criteria is prioritized using fuzzy AHP. Deepu and Ravi (2020) attempt to identify and prioritize the customer requirements and design requirements for effective integration of supply chain through digitalization. An integrated analytic network process (ANP) and QFD methodology were applied for prioritizing the customer and design requirements.…”

Section: Decisionmaking Tool For E-banking Usagementioning

confidence: 99%

A combined QFD-AHP decision-making tool for the investigation and improvement of e-banking usage

Paltayian

Georgiou

Gotzamani

2023

IJQRM

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PurposeThis paper presents a decision-making framework for e-banking operations, based on the Quality Function Deployment and the Analytic Hierarchy Process. The main research question is the development of a framework and its potential contributions in supporting decision makers in implementing quality strategies that will encourage the usage of e-banking services (EBS).Design/methodology/approachThe introduced framework comprises four distinct stages which include criteria determination, field surveys and EFA, QFD application including AHP and finally sensitivity analysis investigating the dynamic nature of the environment. AHP determines the intensity of the relationship between e-banking quality criteria and customer banking activities. A novel House of Quality (HoQ) is proposed, based on a market mix founded on key e-banking activities, and sensitivity analysis is used to investigate alternative scenarios. To illustrate the steps of applying this framework, the authors use a convenience sample from the Greek e-banking sector.FindingsThrough the illustrated example is supported that the proposed approach can reveal valuable information when contemplating strategies to improve e-banking usage and expand its acceptance. In addition, sensitivity analysis leads to purposeful insights regarding the effects of market segmentation and/or target settings on the ranking of e-banking quality/selection criteria provided by the HoQ. In the specific numerical example, the most critical quality factors were “Security and Reliability”, “Convenience”, “Design”, “Pricing” and “Skills,” although different rankings night well appear in different contexts or geographical regions. Moreover, sensitivity analysis showed that these results depend on the specific market mix and targets. As mentioned above, the implementation of the framework in different geographical regions or e-service sectors might certainly reveal different critical factors.Research limitations/implicationsDiscussed in the paper body.Practical implicationsDiscussed in the paper body.Originality/valueThe paper presents a well-defined four stage framework for improving EBS penetration. It utilizes a structured qualitative and quantitative approach and outlines and ranks e-banking quality factors stemming from the market mix and allows assessment of alternative scenarios through sensitivity analysis.

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Section: Decisionmaking Tool For E-banking Usagementioning

confidence: 99%

A combined QFD-AHP decision-making tool for the investigation and improvement of e-banking usage

Paltayian

Georgiou

Gotzamani

2023

IJQRM

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“…The current issue and full text archive of this journal is available on Emerald Insight at: https://www.emerald.com/insight/1463-5771.htm with several challenges to increase the quality of medical services according to the customers' expectations (Deepu and Ravi, 2021;Moheimani et al, 2021b). This means that patients themselves can say a lot, about what they receive in medical and what improvements can be most beneficial to them (Srinivas et al, 2021).…”

Section: Quality Function Deployment 1649mentioning

confidence: 99%

“…In addition, several studies have integrated the QFD and SERVQUAL methodologies to overcome their respective limitations (Gonzalez, 2019;Lizarelli et al, 2021). Successful implementation of QFD largely hinges on data collection and classification, and the customers' requirement aggregation and prioritisation processes can also face several obstacles (Lizarelli et al, 2021;Deepu and Ravi, 2021). At the same time, several flaws, such as pursuing nonexistent excellence, and non-generalizable gap analysis, can limit the application of the SERVQUAL model (Sulphey and Jasim, 2020).…”

Section: Quality Function Deployment 1649mentioning

confidence: 99%

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An application of quality function deployment and SERVQUAL approaches to enhance the service quality in radiology centres

Gavahi

Hosseini²,

Moheimani³

2022

BIJ

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PurposeMeeting the patients' requirements as customers of the health care sector is crucially important as a social responsibility. According to the resource constraints, only an efficient utilisation of health services can provide that purpose. This study aims to develop a quantitative assessment framework for radiology centres as a vital section in healthcare to translate the patients' requirements into service quality specifications. This would help to achieve quality improvement by emphasising the voice of customers.Design/methodology/approachA literature review is conducted to specify the service quality criteria and the patients' requirements related to healthcare and hospitals. Based on the experts' opinions, these criteria and requirements are later customised for the radiology centres. Moreover, the requirements are categorised into five dimensions of SERVQUAL. The interrelations between service elements are also determined through expert group consensus using Pearson correlation. Afterwards, by applying the QFD method, the relations between the requirements and criteria are explored. Additionally, a customer satisfaction survey is executed in Tehran public hospitals to prioritise these requirements and provide an importance-satisfaction analysis.FindingsBased on the result of the case study, service elements are prioritised for improvement, and practical suggestions are provided using the Delphi technique for quality improvement. In addition, a cause-and-effect diagram is presented to highlight the improvement area and provide enhancement suggestions.Originality/valueThis study is the first empirical attempt to benefit from the VOC in evaluating and enhancing the quality of service delivered to radiology patients. In doing so, the study applies a hybrid approach of QFD and SERVQUAL as well as other tools to highlight the improvement area and provide enhancement suggestions. The findings can be readily used by the practitioners.

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“…Deepu and Ravi (2020) identified and prioritized the customer and design requirements for effective integration of e-commerce enterprises. Salam and Khan (2018) proposed a study to develop a supplier selection program to enhance overall supplier performance.…”

Section: Literature Reviewmentioning

confidence: 99%

Supplier selection and evaluation in e-commerce enterprises: a data envelopment analysis approach

Pratap

Daultani

Dwivedi

et al. 2021

BIJ

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PurposeE-commerce refers to the facilitation and delivery of goods and services to the customers employing an electronic arrangement. For an e-commerce firm, the customer service level provided by its suppliers can make or break the firm. The purpose of this research is to help e-commerce enterprises in addressing the vast challenge of complex supplier selection and evaluation process that must be performed vigilantly.Design/methodology/approachThe present study utilizes a three-pronged approach that integrates supplier management practices with the operational business practices of an e-commerce enterprise. In the first step, key performance factors for e-commerce capable suppliers are identified through an expert opinion and existing supplier management literature. Further, Data Envelopment Analysis (DEA) is employed to obtain the efficiency score for each supplier that enables their ranking on various performance parameters. Lastly, the suppliers are classified into different categories based on their performance and efficiency.FindingsUnder the proposed classification scheme, top five suppliers, i.e. supplier 1, 7, 9, 11 and 17 are categorized as HE (High Performance and Efficient). It is suggested that e-commerce enterprises must build long-term relationship with the identified top performing suppliers. The study also provides real insights into supplier's performance on a number of objective criteria. Further, the present study enhances the overall performance and productivity of an e-commerce firm by achieving input cost minimization and output quality maximization, simultaneously.Research limitations/implicationsThe results are valid for e-commerce enterprises in general. However, the present DEA model can be further evolved when applied in case of any particular e-commerce enterprise depending upon the internal capabilities of that firm. The nuances related to a firm's own supply capability development can be further explored by practitioners and researchers.Practical implicationsThe proposed approach is expected to motivate decision-makers to consider using more sophisticated approached like DEA in supplier evaluation processes. Also, as a benchmarking technique, the proposed supplier classification approach is expected to be highly useful for practitioners in real-life settings.Originality/valueThe novel contribution of this study includes the supplier evaluation, ranking and classification for e-commerce enterprises based on the real-life data. The insights would help the practitioners to formulate novel strategies for appropriately investing in supplier relationships.

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An integrated ANP–QFD approach for prioritization of customer and design requirements for digitalization in an electronic supply chain

Cited by 12 publications

References 127 publications

A combined QFD-AHP decision-making tool for the investigation and improvement of e-banking usage

A combined QFD-AHP decision-making tool for the investigation and improvement of e-banking usage

An application of quality function deployment and SERVQUAL approaches to enhance the service quality in radiology centres

Supplier selection and evaluation in e-commerce enterprises: a data envelopment analysis approach

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