Authors
1 Masters student, qom university
2 Assistant Professor at University of Qom
Abstract
Today, many provider organizations to survive and surpass other competitors in
the world to compete. The new techniques and tools to identify and prioritize the
most important metrics are used to obtain the customer's consent. Banks, as a
service provider organizations are no exception. Quality key role in the banking
industry and customer satisfaction Arzayt and as one of the objectives in this
area are considered to be basic. Knowledge of customer needs and requirements
to provide satisfactory services to our clients to facilitate them - slow. Can be
said to have a better understanding, identification and prioritization of key
customer requirements for bank executives in the banking industry will be
considered. Expansion of electronic communication and access to the worldwide
web a lot of people in the world, suitable for the establishment of trade and
economic interaction is provided. This increases competition in the banking
industry and has been providing electronic banking. Purpose of this study
methods of integrating Quality Function Deployment (QFD), Kano model and
fuzzy analytic hierarchy process (FAHP) is. In this study a new method to detect
and analyze customer needs, priorities bank offers. The results show that the
priority banking customers before and after the integration of the Kano model in
the planning matrix of quality home is different
Keywords
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