Ziba Faraji Moghadam; Amir Afsar
Volume 1, Issue 4 , September 2014, , Pages 131-156
Abstract
Today, many provider organizations to survive and surpass other competitors inthe world to compete. The new techniques and tools to identify and prioritize themost important metrics are used to obtain the customer's consent. Banks, as aservice provider organizations are no exception. Quality key role ...
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Today, many provider organizations to survive and surpass other competitors inthe world to compete. The new techniques and tools to identify and prioritize themost important metrics are used to obtain the customer's consent. Banks, as aservice provider organizations are no exception. Quality key role in the bankingindustry and customer satisfaction Arzayt and as one of the objectives in thisarea are considered to be basic. Knowledge of customer needs and requirementsto provide satisfactory services to our clients to facilitate them - slow. Can besaid to have a better understanding, identification and prioritization of keycustomer requirements for bank executives in the banking industry will beconsidered. Expansion of electronic communication and access to the worldwideweb a lot of people in the world, suitable for the establishment of trade andeconomic interaction is provided. This increases competition in the bankingindustry and has been providing electronic banking. Purpose of this studymethods of integrating Quality Function Deployment (QFD), Kano model andfuzzy analytic hierarchy process (FAHP) is. In this study a new method to detectand analyze customer needs, priorities bank offers. The results show that thepriority banking customers before and after the integration of the Kano model inthe planning matrix of quality home is different
Haniyeh Hooshmand; Amir Afsar
Volume 2, Issue 5 , June 2004, , Pages 133-157
Abstract
Increasingimportance ofknowledge and growing trendin today'sknowledge-based economy, has turned knowledge management into a strategic and vital tool in order to gain and maintain a competitive advantage. And electronic Banks as well as effective organizations in country’s transactions to gain and ...
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Increasingimportance ofknowledge and growing trendin today'sknowledge-based economy, has turned knowledge management into a strategic and vital tool in order to gain and maintain a competitive advantage. And electronic Banks as well as effective organizations in country’s transactions to gain and maintain a competitive advantage, should try to successful implementation of the knowledge management.Because knowledge management can act as a different element in E-commerce environment, and help people to accept their new roles and responsibilities easier and faster in e-commerce environment.Thereforein this research we have focused on the impact of proper infrastructure of knowledge management in E-banking. The method of this research is descriptive-analytical and Mellat Bank of Qom province is selected as the statistical subjects. And to evaluate the reliability, inconsistency rate is calculated. Also To prioritize indicators of Fuzzy Analytic Hierarchy Process is used. As a result, this research indicates that the most important criteria include “IT infrastructure, knowledge infrastructure and organizational infrastructure”.
