Using Hybrid QFD-AHP Method in Order ToImproving Internet Services

Subject Areas : مدیریت

Jalal Haqhighat Monfared ¹ , AhmadReza Etemadi ^{2 *}

1 - Assistant Professor, Tehran Branch, Islamic Azad University, Tehran, Iran
2 - Ph.D. Student, Department of Industrial Management, Tehran Branch, Islamic Azad University, Tehran, Iran

Received: 2020-02-02 Accepted : 2020-02-02 Published : 2018-02-20

Keywords: Internet services, analytical hierarchy process, Quality Function Deployment, Customer Needs,

Abstract :

Nowadays, Internet as a quick and inexpensive mean of communication has changed different aspects of human life.In this regard, the Statistics shows that the number of Internet users has been increased greatly in different countries in recent years.Meanwhile, the companies that provide Internet services to their customers are looking for their basic needs. One of the main ways to hear the voice of customers is the quality function deployment approach. This study has been conducted in one of the companies providing Internet services in Iran. In the process of study, first, the needs of customers were identified. Then analytic hierarchy process method and quality function deployment approach were used to implement the needs in Internet services. The results of study indicated that “appropriate price for the provided services was the most important needs of customers and among engineering characteristics, “utilizing expert, motivated, and skilled employees was in the highest priorities. So, more focus on these important factors play crucial role in achieving success.