Title : ( Prioritizing Factors Affecting Bank Customers Using Kano Model and Analytical Hierarchy Process )
Authors: Mostafa Kazemi , Amir Kariznoee , Seyed Mohammad Reza Hosseini Moghadam Ghouchan Kohneh , mohammad taghi sargazi ,
Full TextAbstract
This study intend to prioritize the factors affecting customer satisfaction of the quality of ser-vices provided by EGHTESADE NOVIN BANK, in order to gain more competitive advan-tage .Because the funding is dependent on the private bank customers ,Customer satisfaction Lead to increased investment in the bank. This is a practical research and its method is de-scriptive .Using literature research and expert opinion, 24 factors identified, then by using the Kano model, these factors were classified into three groups: Basic needs, Expected needs and Excitement needs. Each Group got respectively 5,9& 7 factors. The there remaining factors are Indifferent requirements. Then by using AHP in EXPERT CHOICE software, the weight of agents within Kano groups calculated. Finally, results from the two methods ( kano & AHP) in prioritizing the needs of customers, are compared.The results of both methods are largely similar and following the rules and employees skills ,indicated as the most impor-tant factors in customer satisfaction.
Keywords
, Customer Satisfaction, AHP, KANO, Prioritizing
@article{paperid:1032744,
author = {Kazemi, Mostafa and Kariznoee, Amir and Hosseini Moghadam Ghouchan Kohneh, Seyed Mohammad Reza and Sargazi, Mohammad Taghi},
title = {Prioritizing Factors Affecting Bank Customers Using Kano Model and Analytical Hierarchy Process},
journal = {International Journal of Accounting and Financial Management-IJAFM},
year = {2013},
volume = {6},
number = {6},
month = {January},
issn = {2322-2107},
pages = {105--114},
numpages = {9},
keywords = {Customer Satisfaction; AHP; KANO; Prioritizing},
}
%0 Journal Article
%T Prioritizing Factors Affecting Bank Customers Using Kano Model and Analytical Hierarchy Process
%A Kazemi, Mostafa
%A Kariznoee, Amir
%A Hosseini Moghadam Ghouchan Kohneh, Seyed Mohammad Reza
%A Sargazi, Mohammad Taghi
%J International Journal of Accounting and Financial Management-IJAFM
%@ 2322-2107
%D 2013
