Kano-based measurement of customer expectations in retail service industry using IT2 Dematel-Qualiflex

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dc.authorid0000-0002-8072-031X
dc.authorid0000-0002-9858-1266
dc.authorid0000-0001-9005-0324
dc.contributor.authorDinçer, Hasan
dc.contributor.authorYüksel, Serhat
dc.contributor.authorPınarbaşı, Fatih
dc.date.accessioned2020-01-31T07:16:08Z
dc.date.available2020-01-31T07:16:08Z
dc.date.issued2019
dc.departmentİstanbul Medipol Üniversitesi, İşletme ve Yönetim Bilimleri Fakültesi, Uluslararası Ticaret ve Finansman Bölümü
dc.departmentİstanbul Medipol Üniversitesi, İşletme ve Yönetim Bilimleri Fakültesi, İşletme Bölümü
dc.description.abstractThis study aims to analyze customer expectations in European retail banking industry. For this purpose, five different criteria are identified. Furthermore, IT2 FDEMATEL approach is used to weight these criteria. In addition, three different factors are also defined which have a negative influence on customer satisfaction. In this context, IT2 FQUALIFLEX approach is used to rank these three alternatives. In this process, Kano model-based evaluation factors are converted into the fuzzy numbers. The findings show that the most important problem to be solved to ensure customer expectations and satisfaction is the communication problems. Therefore, European retail banks should firstly focus on solving this problem to meet customer expectations and provide customer satisfaction. These banks should employ the necessary number of personnel to provide services in different channels, such as social media, mobile banking, telebanking. Moreover, these personnel should also be trained effectively to increase the quality of communication.
dc.identifier.citationDinçer, H., Yüksel, S. ve Pınarbaşı, F. (2019). Kano-based measurement of customer expectations in retail service industry using IT2 Dematel-Qualiflex. Handbook of Research on Positive Organizational Behavior for Improved Workplace Performance içinde (349-370. ss.). IGI Global. https://doi.org/10.4018/978-1-7998-0058-3.ch020
dc.identifier.doi10.4018/978-1-7998-0058-3.ch020
dc.identifier.endpage370
dc.identifier.isbn9781799800606
dc.identifier.isbn9781799800583
dc.identifier.scopusqualityN/A
dc.identifier.startpage349
dc.identifier.urihttps://doi.org/10.4018/978-1-7998-0058-3.ch020
dc.identifier.urihttps://hdl.handle.net/20.500.12511/4936
dc.indekslendigikaynakScopus
dc.language.isoen
dc.publisherIGI Global
dc.relation.ispartofHandbook of Research on Positive Organizational Behavior for Improved Workplace Performanceen_US
dc.relation.publicationcategoryKitap Bölümü - Uluslararası
dc.rightsinfo:eu-repo/semantics/closedAccess
dc.subjectKano Model
dc.subjectImportance-Performance Analysis
dc.subjectCustomer Satisfaction
dc.titleKano-based measurement of customer expectations in retail service industry using IT2 Dematel-Qualiflex
dc.typeBook Chapter

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