An evaluation model for measuring customer satisfaction levels in a water supply domain: case study – water supply in Hamedan

Water Policy ◽  
2011 ◽  
Vol 13 (4) ◽  
pp. 490-505 ◽  
Author(s):  
Parviz Fattahi ◽  
Amirsaman Kherikhah ◽  
Ramin Sadeghian ◽  
Shahla Zandi ◽  
Saeed Fayyaz
Keyword(s):  
Customer Satisfaction ◽  
Water Supply ◽  
Evaluation Model ◽  
Satisfaction Level ◽  
Total Quality ◽  
Analytic Hierarchy ◽  
Proposed Model ◽  
Quality Water ◽  
Unit Index

Customer satisfaction is an important goal in total quality management. In order to meet this goal, it is necessary to use an evaluation model to measure customer satisfaction. This paper proposes an evaluation model for measuring the customer satisfaction level in a water supply domain. Some important criteria such as water quality, water quantity, responsibility of the company, etc. are distinguished and used in the proposed model. To integrate all of these criteria in a unit index, the analytic hierarchy process technique is used. The proposed model integrates customer opinions in a unit index to measure the customer satisfaction level. To evaluate the effectiveness and efficiency of the proposed model, Hamedan Water Company is studied as a case study. The results show that the proposed model can be used as a useful tool for analyzing customer satisfaction levels in water supply domains for other companies. The proposed model also distinguishes company strengths and weaknesses in the field of customer satisfaction.

scholarly journals UTILITY-BASED MULTICRITERIA MODEL FOR EVALUATING BOT PROJECTS SEP PROJEKTŲ VERTINIMO MODELIS PAGRĮSTAS DAUGIAKRITERINE NAUDINGUMO TEORIJA / SEP PROJEKTŲ VERTINIMO MODELIS PAGRĮSTAS DAUGIAKRITERINE NAUDINGUMO TEORIJA

2011 ◽  
Vol 17 (2) ◽  
pp. 207-218 ◽  
Author(s):  
Min-Ren Yan ◽  
Cheng-Sheng Pong ◽  
Wei Lo
Keyword(s):  
Evaluation Model ◽  
Objective Evaluation ◽  
Capital Investments ◽  
Analytic Hierarchy ◽  
Limited Government ◽  
Proposed Model ◽  
Multicriteria Model ◽  
Economic Developments ◽  
Hierarchy Process

Owing to the urgent demands for new developments and maintenances of the existing infrastructures under limited government budget and time, increasing BOT (build-operate-transfer) projects have been a significant factor affecting the economic developments in many countries. However, as BOT projects usually induce huge capital investments, government sectors must prudently evaluate the project feasibility from both financial and nonfinancial aspects before the implementation. Therefore, how to establish an objective evaluation model which can comprehensively assess the feasibility of each BOT project and determine the priority of its implementation has become an important issue. This study incorporates analytic hierarchy process (AHP) and utility theory to develop a utility-based multicriteria model for supporting the selection of BOT projects. A case study is provided to demonstrate that the implementation of the proposed model can effectively help decision-making teams participate in economical evaluations so that the feasibility of as-planed BOT projects can be determined and project priority can be set efficiently and consistently. Santrauka Dėl esamos infrastruktūros plėtros ir atnaujinimo būtinybės, esant ribotam valstybės biudžetui ir laikui, SEP (Statyba-Eksploatacija-Perdavimas) projektų vykdymas ženkliai prisidėjo prie daugelio šalių ekonominių pokyčių. Dažnai SEP projektai reikalauja didelių kapitalo investicijų, todėl valstybės sektorius turi įvertinti projekto įgyvendinimo galimybes tiek finansiniu tiek nefinansiu aspektu. Koks turi būti objektyvaus vertinimo modelis, kuris leistų visapusiškai įvertinti kiekvieno SEP projeto pagrįstumą ir nustatyti jo įgyvendinimo prioritetus? Šiame straipsnyje, naudojant analitinę hierarchinio proceso (AHP) struktūrą ir naudingumo teoriją, SEP projektų atrinkimui sukurtas daugiakriterine naudingumo teorija pagrįstas modelis. Skaitmeninis pavyzdys įrodo, kad siūlomas modelis gali sėkmingai pagelbėti atrenkant ekonomiškai efektyvius SEP projektus.

A customer satisfaction evaluation model for logistics services using fuzzy analytic hierarchy process

2016 ◽  
Vol 116 (5) ◽  
pp. 1024-1042 ◽  
Author(s):  
Shulin Lan ◽  
Hao Zhang ◽  
Ray Y. Zhong ◽  
G.Q. Huang
Keyword(s):  
Customer Satisfaction ◽  
Evaluation Model ◽  
Analytic Hierarchy ◽  
Weighting Method ◽  
Content Type ◽  
Logistics Service ◽  
Fuzzy Concept ◽  
Customer Satisfaction Evaluation ◽  
Satisfaction Evaluation

Purpose – As the modern manufacturing twining seamlessly with logistics operations for value adding services, logistics service is becoming more and more significant. Under this research background, the purpose of this paper is to introduce an innovative evaluation model for customer satisfaction using fuzzy analytic hierarchy process (FAHP). Design/methodology/approach – This model uses triangular fuzzy concept to determine the weight of each index so that subjective or objective weighting is addressed. A case study from two large express companies in China is used to demonstrate the feasibility and practicality of the proposed model for examining customer satisfaction. Findings – One of the key findings is that Company B has higher customer satisfaction than Company A due to its quick response and flexible logistics strategy. This paper has several contributions. First, A FAHP-based customer satisfaction evaluation model is proposed for the logistics service. Second, the triangular fuzzy concept is introduced to determine the weight of each index so as to addresses the limitation of subjective or objective weighting method. Third, a case study demonstrates the implementation of the model. Research limitations/implications – First, this paper considers the fuzzy AHP for the customer satisfaction evaluation. Comparing with other multi-criteria decision-making methods like data envelopment analysis, evidential reasoning approach, and multi-attribute value theory will be carried out in the near future. Second, the manufacturing modes like make-to-order, make-to-stock, and mass-customized production may have different logistics support so that the final products may reach the final targets quickly. How to evaluate various mode-based logistics and their customer satisfactions have great significance. Finally, Big Data-enabled customer satisfaction evaluation approaches may be a possible solution. Practical implications – Based on the data from questionnaire, it is found that, in practical applications, manufacturing enterprises should amend the index system according to the specific business scope and the production characteristics. Manufacturing enterprises need to collect large amounts of data through market research and conduct the measurement on the related coefficient between the measurement indicators and customer satisfaction degree. After that, they can make sorting and filtering on the measurement index according to the measurement results. Social implications – Customer satisfaction is very important to manufacturing and logistics enterprises due to its time constraints. The physical products with services like logistics are paid close attention to by the final customers. Originality/value – The contribution of this paper is as follows: a FAHP-based customer satisfaction evaluation model is proposed for the logistics service; triangular fuzzy concept is introduced to determine the weight of each index so as to addresses the limitation of subjective or objective weighting method; a case study was used to demonstrate the implementation of the model. One of the key findings is that Company B has higher customer satisfaction than Company B due to its quick response and flexible logistics strategy.

Learning from failures: Design improvements using a multiple criteria decision-making process

2003 ◽  
Vol 217 (4) ◽  
pp. 207-216 ◽  
Author(s):  
G G Davidson ◽  
A W Labib
Keyword(s):  
Decision Making ◽  
Failure Modes ◽  
Multiple Criteria Decision Making ◽  
Multiple Criteria ◽  
Mathematical Representation ◽  
Analytic Hierarchy ◽  
Proposed Model ◽  
Invaluable Tool ◽  
History Of

This paper proposes a new concept of decision analysis based on a multiple criteria decision making (MCDM) process. This is achieved through the provision of a systematic and generic methodology for the implementation of design improvements based on experience of past failures. This is illustrated in the form of a case study identifying the changes made to Concorde after the 2000 accident. The proposed model uses the analytic hierarchy process (AHP) mathematical model as a backbone and integrates elements of a modified failure modes and effects analysis (FMEA). The AHP has proven to be an invaluable tool for decision support since it allows a fully documented and transparent decision to be made with full accountability. In addition, it facilitates the task of justifying improvement decisions. The paper is divided as follows: the first section presents an outline of the background to the Concorde accident and its history of related (non-catastrophic) malfunctions. The AHP methodology and its mathematical representation are then presented with the integrated FMEA applied to the Concorde accident. The case study arrives at the same conclusion as engineers working on Concorde after the accident: that the aircraft may fly again if the lining of the fuel tanks are modified.

Online banking adoption

2015 ◽  
Vol 33 (6) ◽  
pp. 760-785 ◽  
Author(s):  
Pallab Sikdar ◽  
Munish Makkad
Keyword(s):  
Customer Satisfaction ◽  
Five Factor Model ◽  
Online Banking ◽  
Ease Of Use ◽  
Equation Modeling ◽  
Intention To Use ◽  
Satisfaction Level ◽  
Content Type ◽  
Proposed Model ◽  
The Impact

Purpose – The study considers a five-factor model toward online banking adoption in the context of banking customers in India and validates the proposed model. In addition, the authors consider the impact of validated factors on overall satisfaction of customers. Design/methodology/approach – A five-factor online banking adoption model has been tested for reliability and validity by confirmatory factor analysis. For determining contribution of factors toward overall satisfaction level of banking customers structural equation modeling has been adopted. Four explanatory variables have been used to assess the overall satisfaction level of online banking users. A structured questionnaire incorporating variables identified from literature has been used as survey instrument for the study. Final respondent sample was 280 banking customers. Findings – Trust, Usage Constraint, Ease of Use, Accessibility and Intention to Use as reliable and valid factors determining internet banking adoption among customers in India. Accessibility, Usage Constraints, Intention to Use portrayed strong and significant relationship with overall customer satisfaction. Trust and Ease of Use are relatively weaker and insignificant contributors toward overall customer satisfaction. Originality/value – The existing studies in the context of e-banking in general and online banking in particular have been majorly confined to proposing key drivers toward adoption of such alternate banking mediums. By providing an insight towards satisfaction level of customers adopting online banking the proposed model attempts to fill this gap. As the study relates to banking customers in India, findings will be of particular value to domestic and foreign banking entities looking to leverage technology as a tool to attain stronghold with an emerging economic set-up.

scholarly journals The Influence of Service Quality and Price on Customer Satisfaction: Case Study of PT. Lion Mentari Airlines

2021 ◽  
Vol 5 (1) ◽  
pp. 51-62
Author(s):  
Sudarmawan Samidi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Strategic Management ◽  
Research Method ◽  
Quantitative Research ◽  
Sampling Method ◽  
Aviation Industry ◽  
Satisfaction Level ◽  
Purposive Sampling

The purpose of this research is to examine the influence of service quality and price partially or simultaneously to customer satisfaction level on using services from PT. Lion Air flight operation at Soekarno Hatta Airport. Quantitative research method is used in this study through questionnaires to 160 respondents. Purposive sampling method was chosen to collect the data, then the data were then analysed using SPSS to achieve the study’s objective. The results showed that service quality and price have significant effect on customer satisfaction simultaneously and partially. This study give contribution for the practitioners in aviation industry to put service quality and price as one of their strategy to increase customer satisfaction, and this study also can be used by academicians and future researchers to enhance their knowledge in the field of marketing and strategic management.  

scholarly journals Evaluation of rural water supply sustainable operation and management based on cyclic correction framework – a case study of Chongqing, China

2021 ◽  
Author(s):  
Linlin Fan ◽  
Yalong Li ◽  
Wenbing Luo ◽  
Wei Qiao ◽  
Wei Li ◽  
...  
Keyword(s):  
Water Supply ◽  
Evaluation Model ◽  
Evaluation Process ◽  
Indicator System ◽  
Rural Water Supply ◽  
Sustainable Operation ◽  
Rural Water ◽  
Future Work ◽  
Operation And Management

Abstract After the construction of rural water supply projects, how to make them sustainably operated and managed has become the focus and difficulty of the current and future work of rural water supply. In order to evaluate the operation and management of rural water supply projects, a comprehensive indicator system of rural water supply projects sustainable operation and management was established, and a combinational evaluation model based on a cyclic correction framework was used in 13 pilot districts of Chongqing, China. The APH method was used to calculate the weight of each index. Two indexes with the highest weights are ‘establishment of management agency (0.1436)’ and ‘assurance level of operating funds (0.1382)’. Compared with the traditional individual evaluation model, the cyclic correction framework can effectively reduce the systematic deviation and random error in the evaluation process and make the research conclusion more reliable. The ranks of the districts in the main urban metropolitan part are higher, while the districts in the southeast and northeast of Chongqing are ranked relatively low. The top five districts were Rongchang, Yubei, Banan, Liangping, and Tongliang. In the future, the sustainable operation and management of rural water supply projects should be improved by enhancing the ability of the management agencies of rural water supply projects and increasing funding for project operation management.

scholarly journals Potential Gain in Customer Value and Customer Satisfaction Index Method For Analysis of Customer Satisfaction Level (Case Study In Pt. Anteraja)

2021 ◽  
Vol 1 (2) ◽  
Author(s):  
Sancha Arema Data ◽  
Ribangun Bamban Jakaria
Keyword(s):  
Customer Satisfaction ◽  
General Public ◽  
Customer Value ◽  
Service Systems ◽  
Satisfaction Level ◽  
Index Method ◽  
Satisfaction Index ◽  
Potential Gain ◽  
The World

UD PT. Tri Adi Bersama is a technology-based shipping service company known as Anteraja and sends packages by courier called Satria. This company is a supporter of Tokopedia's ecommers and will expand to other marketplaces. Currently, staging stores exist throughout Indonesia, except Papua. In the world of expedition or competing services from various companies, there are so many companies, but from all of that companies must think creatively in the services they provide to customers or consumers, companies must compete - competing for creativity in program problems that they will apply in their promotional system. Other online services have also been rampant in the general public and for competitors they also have promo programs and express facilities have tough challenges compared to other services which are only in the form of dropship services in staging areas. The Pick Up service is a service that is featured from the expedition of the Triputra group with a specified pick-up period, so the shiper or what can be called the shop owner can control and manage delivery schedules without being confused about delays in delivery The purpose of this research is to obtain complaint data to evaluate the level of customer satisfaction so that it can be used as a benchmark for companies in improving their service systems to customers using the CSI and PGCV methods.

scholarly journals SIKAP DAN KEPUASAN KONSUMEN RUMAH MAKAN “XXX” LAMONGAN DI BANDAR LAMPUNG

2020 ◽  
Vol 8 (4) ◽  
pp. 712
Author(s):  
Rinty Azaria ◽  
Sudarma Widjaya ◽  
Maya Riantini
Keyword(s):  
Performance Analysis ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Sampling Method ◽  
Satisfaction Level ◽  
Case Study Method ◽  
Product Attributes ◽  
Satisfaction Index ◽  
Fishbein Model

This study aims to explore the consumers’ attitudes and satisfaction toward restaurant. This research is conducted at "XXX" Lamongan Restaurant in Bandar Lampung. Data collection was carried out in January-February 2019 by the case study method employing the number of respondents of 60 people who were selected by nonprobability sampling method. The data were analyzed using Multiatribut Fishbein Model, Customer Satisfaction Index and Importance Performance Analysis. The results of this research showed that food taste has the highest score of consumers attitude toward restaurant. The satisfaction level of the restaurant has the value of 83.73%, included to the very satisfied category. The restaurant has been implementing the product attributes that were suitable with consumers’ wishes.Key words : consumer, restaurant, satisfaction

Application of Hybrid VIKOR Model in Selection of Maintenance Strategy

2012 ◽  
Vol 5 (2) ◽  
pp. 59-81 ◽  
Author(s):  
M. Ilangkumaran ◽  
S. Kumanan
Keyword(s):  
Textile Industry ◽  
Maintenance Strategy ◽  
Analytic Hierarchy ◽  
Proposed Model ◽  
Order Preference ◽  
Hierarchy Process ◽  
Pair Wise Comparison ◽  
Insight Into ◽  
Selection Of

This paper focuses on the use of Fuzzy Analytic Hierarchy Process (FAHP) and VlseKriterijumska Optimizacija I Kompromisno Resenje in Serbian (VIKOR) to select an optimum maintenance strategy for a textile industry. In the proposed methodology, first the weight of each criterion is calculated by using improved AHP with fuzzy set theory to overcome the problems of unbalanced scale of judgments, uncertainty and imprecision in the pair-wise comparison process and then the VIKOR method is applied to compensate the imprecise ranking of the AHP in the selection of maintenance strategy. The real case study is conducted for a textile industry to illustrate the utilization of the proposed model for the maintenance strategy selection problem. Technique for Order Preference by Similarity to Ideal Solution (TOPSIS) is applied to make sure that the result of the proposed model can be acceptable. A sensitivity analysis is also conducted to show the validity of the proposed model. The paper gives an insight into multi criteria decision-making (MCDM) techniques to select an optimum maintenance strategy for a process industry using a case study.

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