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Asadabadi MR, Saberi M, Sadghiani NS, Zwikael O, Chang E. Enhancing the analysis of online product reviews to support product improvement: integrating text mining with quality function deployment. JOURNAL OF ENTERPRISE INFORMATION MANAGEMENT 2022. [DOI: 10.1108/jeim-03-2021-0143] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Abstract] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 11/17/2022]
Abstract
PurposeThe purpose of this paper is to develop an effective approach to support and guide production improvement processes utilising online product reviews.Design/methodology/approachThis paper combines two methods: (1) natural language processing (NLP) to support advanced text mining to increase the accuracy of information extracted from product reviews and (2) quality function deployment (QFD) to utilise the extracted information to guide the product improvement process.FindingsThe paper proposes an approach to automate the process of obtaining voice of the customer (VOC) by performing text mining on available online product reviews while considering key factors such as the time of review and review usefulness. The paper enhances quality management processes in organisations and advances the literature on customer-oriented product improvement processes.Originality/valueOnline product reviews are a valuable source of information for companies to capture the true VOC. VOC is then commonly used by companies as the main input for QFD to enhance quality management and product improvement. However, this process requires considerable time, during which VOC may change, which may negatively impact the output of QFD. This paper addresses this challenge by providing an improved approach.
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Reis LP, Fernandes JM, Silva SE, Pereira ADS. Application of Quality Function Deployment as an Integrative Method to Knowledge Management Implementation. JOURNAL OF INFORMATION & KNOWLEDGE MANAGEMENT 2022. [DOI: 10.1142/s0219649222500228] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Abstract] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 11/18/2022]
Abstract
Knowledge Management Implementation (KMI) can be analysed from three perspectives: Knowledge Management System (KMS) implementation, Knowledge Management Processes (KMPs) implementation and Organisational Outcomes (OO). Quality Function Deployment (QFD), conceived within the scope of quality, represents a method capable of bringing significant contributions to the knowledge field of KMI. The QFD method stands out as a comprehensive approach to improve the quality of products and services, focussing on customer requirements. The literature presents a scarcity of studies that discuss the KMI implementation process, addressing these three perspectives. Furthermore, studies that address QFD in the context of KM are more focussed on the KMS implementation perspective. In this context, this research proposes an innovative approach adopting QFD in order to structure the KMI, encompassing the three perspectives presented (KMS implementation, KMP implementation and OO). In this context, QFD is seen as a method of integrating and operationalising KMI activities. To validate this approach, we applied the case study in an academic support department at a Brazilian public university. As a result, it was possible to verify that the QFD helps in the operationalisation of the KMS and KMP and also improves OO. Still, it was observed that the approach to knowledge management seems to be easy to apply in the academic setting and has produced good results in the service offered in the department where it was applied.
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Affiliation(s)
- Luciana Paula Reis
- Department of Production Engineering, (Instituto de Ciências Exatas e Aplicadas-ICEA), Federal University of Ouro Preto (Universidade Federal de Ouro Preto-UFOP), Jo˜ao Monlevade, Minas Gerais, Brazil
| | - June Marques Fernandes
- Department of Production Engineering, (Instituto de Ciências Exatas e Aplicadas-ICEA), Federal University of Ouro Preto (Universidade Federal de Ouro Preto-UFOP), Jo˜ao Monlevade, Minas Gerais, Brazil
| | - Sérgio Evangelista Silva
- Department of Production Engineering, (Instituto de Ciências Exatas e Aplicadas-ICEA), Federal University of Ouro Preto (Universidade Federal de Ouro Preto-UFOP), Jo˜ao Monlevade, Minas Gerais, Brazil
| | - Alana Deusilan Sester Pereira
- Department of Production Engineering, (Instituto de Ciências Exatas e Aplicadas-ICEA), Federal University of Ouro Preto (Universidade Federal de Ouro Preto-UFOP), Jo˜ao Monlevade, Minas Gerais, Brazil
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Kulcsár E, Gyurika IG, Csiszér T. Network-based – Quality Function Deployment (NB-QFD): The combination of traditional QFD with network science approach and techniques. COMPUT IND 2022. [DOI: 10.1016/j.compind.2021.103592] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Indexed: 11/03/2022]
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How to Achieve Passenger Satisfaction in the Airport? Findings from Regression Analysis and Necessary Condition Analysis Approaches through Online Airport Reviews. SUSTAINABILITY 2022. [DOI: 10.3390/su14042151] [Citation(s) in RCA: 5] [Impact Index Per Article: 2.5] [Reference Citation Analysis] [Abstract] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 12/21/2022]
Abstract
Delivering high-quality service to passengers can be critical for an airport’s survival, competitiveness, profitability, and long-term growth in a highly competitive environment. The present study aims to examine the relationship between airport service attributes and passenger satisfaction. To this end, we conducted multi-method research consisting of symmetric (multiple regression analysis—MRA) and asymmetric (necessary condition analysis—NCA) approaches. The research data consists of 1463 valid online reviews (n = 1463) of the top 50 busiest airports in Europe retrieved from Skytrax. The MRA was employed to examine the net effect of the eight airport service attributes on passenger satisfaction, while the NCA was used to explore the necessary conditions and level of necessity to achieve passenger satisfaction. Using MRA, the findings reveal that airport staff is the most influential predictor of passenger satisfaction, whereas airport shopping and airport Wi-Fi connectivity do not have a significant effect on passenger satisfaction. Moreover, the NCA results found that six of the eight conditions are necessary to achieve passenger satisfaction at the airport. To complement and comprehend the findings, this study also sheds light on the antecedents underlying airport passenger satisfaction in the post-COVID-19 era using NCA.
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Lizarelli FL, Osiro L, Ganga GM, Mendes GH, Paz GR. Integration of SERVQUAL, Analytical Kano, and QFD using fuzzy approaches to support improvement decisions in an entrepreneurial education service. Appl Soft Comput 2021. [DOI: 10.1016/j.asoc.2021.107786] [Citation(s) in RCA: 12] [Impact Index Per Article: 4.0] [Reference Citation Analysis] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Indexed: 11/28/2022]
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Design of airport security screening using queueing theory augmented with particle swarm optimisation. SERVICE ORIENTED COMPUTING AND APPLICATIONS 2020. [DOI: 10.1007/s11761-020-00291-0] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 10/24/2022]
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Awad M, Alzaatreh A, AlMutawa A, Al Ghumlasi H, Almarzooqi M. Travelers’ perception of service quality at Dubai International Airport. INTERNATIONAL JOURNAL OF QUALITY & RELIABILITY MANAGEMENT 2019. [DOI: 10.1108/ijqrm-06-2019-0211] [Citation(s) in RCA: 1] [Impact Index Per Article: 0.2] [Reference Citation Analysis] [Abstract] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 11/17/2022]
Abstract
PurposeDubai’s aviation industry is one of the most leading global aviation centers with a customer centric focus and tremendous challenges. The purpose of this paper is to determine the main Airport service quality (ASQ) drivers and evaluate the perception of travelers of Dubai International Airport (DXB) terminal 3.Design/methodology/approachTravelers’ feedback is captured through interviews, initial survey and online review, and a more focused survey is developed as the main research tool. A hypothetical model is proposed and analyzed using confirmatory factor analysis (CFA) and structural equation modeling (SEM). The sample includes 275 passengers who had experience with DXB services.FindingsThe CFA supported by SEM was used and reveled check-in, assurance and empathy, and availability to some extent as the main constructs influencing travelers’ satisfaction and impression of DXB. Moreover, Kruskal–Wallis test suggested that nationality impact travelers’ experience of the airport. The study stresses the need to consider differences in perceptions among different travelers’ groups with different ethnical backgrounds.Research limitations/implicationsThe external validity of the results can be enhanced by including more terminals and larger sample size. Terminal 3 is administered by one company and provide services for one airline. Focusing on terminal 3 only improves the internal validity of this study but limits the external one.Practical implicationsDecision makers can use the findings to improve travelers’ experience at airport. For example, customizing services for certain groups can improve experience of travelers significantly.Originality/valueBased on the surveyed literature, there is little information or guidance on how to cluster constructs that best describe passengers’ journey in airports. Second, there are some conflicting results regarding the impact of nationalities and purpose of travel on travelers’ satisfaction. The purpose of this paper is to address the two gaps and identify factors that influence ASQ at DXB terminal 3. The investigation would help DXB management to understand what makes travelers satisfied during their journey at the airport.
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Yucesan M, Gul M. Hospital service quality evaluation: an integrated model based on Pythagorean fuzzy AHP and fuzzy TOPSIS. Soft comput 2019. [DOI: 10.1007/s00500-019-04084-2] [Citation(s) in RCA: 42] [Impact Index Per Article: 8.4] [Reference Citation Analysis] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Indexed: 10/26/2022]
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Bilişik ÖN, Şeker Ş, Aydın N, Güngör N, Baraçlı H. Passenger Satisfaction Evaluation of Public Transportation in Istanbul by Using Fuzzy Quality Function Deployment Methodology. ARABIAN JOURNAL FOR SCIENCE AND ENGINEERING 2018. [DOI: 10.1007/s13369-018-3576-5] [Citation(s) in RCA: 10] [Impact Index Per Article: 1.7] [Reference Citation Analysis] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 11/28/2022]
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Altuntas S, Dereli T, Kaya İ. Monitoring patient dissatisfaction: a methodology based on SERVQUAL scale and statistical process control charts. TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE 2018. [DOI: 10.1080/14783363.2018.1457434] [Citation(s) in RCA: 3] [Impact Index Per Article: 0.5] [Reference Citation Analysis] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 10/17/2022]
Affiliation(s)
- Serkan Altuntas
- Department of Industrial Engineering, Yildiz Technical University, 34349, Istanbul, Turkey
| | - Turkay Dereli
- Iskenderun Technical University, Office of the President, 31200 Iskenderun, Hatay, Turkey
- Department of Industrial Engineering, Gaziantep University, 27310 Gaziantep, Turkey
| | - İhsan Kaya
- Department of Industrial Engineering, Yildiz Technical University, 34349, Istanbul, Turkey
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Demir P, Gul M, Guneri AF. Evaluating occupational health and safety service quality by SERVQUAL: a field survey study. TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE 2018. [DOI: 10.1080/14783363.2018.1433029] [Citation(s) in RCA: 7] [Impact Index Per Article: 1.2] [Reference Citation Analysis] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 10/18/2022]
Affiliation(s)
- Pelin Demir
- Occupational Safety Programme, Department of Industrial Engineering, Graduate School of Natural and Applied Sciences, Yildiz Technical University, Istanbul, Turkey
| | - Muhammet Gul
- Department of İndustrial Engineering, Munzur University, Tunceli, Turkey
| | - Ali Fuat Guneri
- Department of İndustrial Engineering, Yildiz Technical University, Istanbul, Turkey
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