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首页> 外文期刊>Industrial Engineering & Management Systems >Service Design by Identification and Prioritization of Customer Demands in Kano Model: A Step Towards the Quality Function Deployment (QFD) and the Productivity Improvement
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Service Design by Identification and Prioritization of Customer Demands in Kano Model: A Step Towards the Quality Function Deployment (QFD) and the Productivity Improvement

机译：通过识别和优先顺序在KANO模型中的服务设计：迈向质量函数部署（QFD）的一步和生产力改进

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Rail Transportation is the best option of transport in many countries of the world. One of the factors that increase the share of rail passenger transportation is developing rail transportation of passenger by increasing level of customer satisfaction in this type of service. The main purpose of this paper is service design by identification and prioritization of customer demands in Kano model. The statistical population consisted of travelers who used the Iran South-East Railway services. To determine the sample size, as there was not any certain statistical test as research requirement, we used the saturated sample, so that we selected samples as long as the opinions became converged. Semi-structured interviews, interviews with experts and a questionnaire for a two-week period in January 2014 were used to collect data. The final questionnaire was compiled and its validity was confirmed after obtaining the expert’s points of view and fixing deficiencies and problems. Cronbach’s alpha coefficient was used to assess the reliability of questionnaire. Descriptive and inferential statistics were used to analyze the obtained information from the questionnaires. Kano model, QFD method in the SPSS and Excel were used for the inferential statistics. Data analysis in the Kano model and QFD method was done in Excel software; and Spss16 software was used to measure the reliability. After identify- ing the characteristics of service with the help of experts, quality Function Development (QFD) was used to prioritize them and finally, required services has been ranked and proper selection of personnel, upgrade facilities of rail and the exact timing of train schedules are 3 first priority, if first six priorities are done, almost half of the costumers will be satisfied.
机译：铁路运输是世界许多国家的运输方式最佳选择。增加铁路乘客运输份额的因素之一是通过在这种服务的客户满意度提高客户满意度，开发乘客的铁路运输。本文的主要目的是通过识别和优先考虑KANO模型的客户需求的服务设计。统计人口包括使用伊朗东南铁路服务的旅行者。为了确定样本量，因为没有任何某些统计测试作为研究要求，我们使用饱和样品，从而只要意见融合，我们就选择了样品。半结构性访谈，对2014年1月期间为期两周期的专家和调查问卷的访谈被用于收集数据。汇编了最终调查问卷，在获得专家的观点和解决缺陷和问题后，确认其有效性。 Cronbach的alpha系数用于评估问卷的可靠性。描述性和推理统计数据用于分析问卷中获得的信息。 Kano模型，SPSS和Excel中的QFD方法用于推动统计。 KANO模型和QFD方法中的数据分析是在Excel软件中完成的;和SPSS16软件用于测量可靠性。 After identify- ing the characteristics of service with the help of experts, quality Function Development (QFD) was used to prioritize them and finally, required services has been ranked and proper selection of personnel, upgrade facilities of rail and the exact timing of train schedules 3是第一次优先权，如果前六个优先事项完成，几乎一半的服装将得到满足。

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