ASSESSMENT OF SERVICE QUALITY USING SYNERGIES OF FUZZY SERVQUAL, FUZZY KANO’S MODEL, AND FUZZY ANALYTIC NETWORK PROCESS INTO QFD
Journal Title: Journal of Innovations in Business and Industry - Year 2023, Vol 1, Issue 4
Abstract
The essence of banking service will always be service quality. To gain customer satisfaction, enhance market rivalry, and achieve sustainable performance. The primary goal of this article is to identify the primary factor contributing to high customer dissatisfaction and poor service quality in bank services. This article synergies fuzzy SERVQUAL, fuzzy Kano model, and fuzzy analytic network processing into QFD. Structured survey questions based on SERVQUAL and Kano models were developed and disseminated to collect data. According to the findings, the bank should offer the promised service within the time range, respond to client concerns immediately, and supply appropriate service within the time frame. Furthermore, an employee should give timely care to the client; the employee should never be too busy to respond to customer demands and inform the consumer when service is delivered. In conclusion, focusing on customer requirements can enhance the bank's service level, which increases customer satisfaction.
Authors and Affiliations
Getahun Mekuria
Keywords
Related Articles
- EP ID EP727373
- DOI 10.61552/JIBI.2023.04.002
- Views 39
- Downloads 0
TAILORABILITY OF FABRICS - A REVIEWS
Tailorability is the ability of fabrics to be shaped, cut, and sewn to fit a particular body shape or garment style. In recent years, there has been a growing interest in developing fabrics that are highly tailorable to...
THE IMPACT OF QUALITY COSTS ON THE LEVEL OF IMS MATURITY
The paper presents an overview of the impact of quality costs on the development and implementation of an integrated management System (ISO 9001:2015, ISO 14001:2015, and ISO 45001:2018). Based on the assessment of the c...
A STUDY ON FACTORS INFLUENCING THE CONSUMER BUYING BEHAVIOR WITH REFERENCE TO ORGANIZED APPAREL RETAIL OUTLETS
The Indian Retail sector has come off age and has gone through major transformation over the last decade with a noticeable shift towards organized retailing. Modern retail formats, such as hypermarkets, superstores, supe...
AN EMPIRICAL INVESTIGATION ON THE PERFORMANCE OF THE COMPONENTS OF QUALITY MANAGEMENT: IN THE CASE OF ETHIOPIAN MANUFACTURING COMPANIES
The main issue that requires careful consideration if organizations want to surpass their competition is quality management. The ability to create high-quality goods that meet or exceed customer expectations is critical...
ASSESSMENT OF SERVICE QUALITY USING SYNERGIES OF FUZZY SERVQUAL, FUZZY KANO’S MODEL, AND FUZZY ANALYTIC NETWORK PROCESS INTO QFD
The essence of banking service will always be service quality. To gain customer satisfaction, enhance market rivalry, and achieve sustainable performance. The primary goal of this article is to identify the primary facto...