ارائه رويكردي مبتني بر الگوي كانو براي تحليل شكاف و اولويت بندي ابعاد كيفيت خدمات - مورد مطالعه شركت فولاد مباركه اصفهان

Proposing a Kano model-based approach for analysing gaps an‎d prioritizing service quality dimensions - The case of Mobarakeh steel company

مهندسي صنايع و آينده پژوهي

The main goal of this research is how to provide an approach based on the Kano model for gap analysis an‎d prioritization of service quality dimensions. For this purpose, a new model was first designed. Then, the internal sales department of Mobarakeh Steel Company was selec‎ted as the research location an‎d the designed model was tested there. The statistical population includes managers, employees an‎d customers of the sales department. The sampling method for the first an‎d second communities, i.e. managers an‎d employees of the sales department, is a census, an‎d for the third community, i.e. customers, it is non-ran‎dom an‎d purposeful. The analysis method includes Kanoʹs eva‎luation table, overall satisfaction an‎d dissatisfaction matrices based on gap an‎d final priority matrix. The main findings indicate that the two dimensions of communication an‎d accountability were ranked first an‎d second respectively. Then the priority of the rest of the dimensions of service quality are: politeness an‎d respect, access, security an‎d safety, price, tangibles, reliability, customer recognition an‎d flexibility. Also, based on the new prioritization, suggestions such as increasing the ability of employees to help an‎d respond to customers, etc. were presented

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