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• W865887834 abstract "This study was conducted at the Department of the Postgraduate program “New principles of Business Administration” in department of Business Administration of the University of Patras.The objective of this study is to present a methodology which can be used to design better services. This methodology is applied in order to investigate the efficiency of the services of a bank. For this purpose we used pre-defined criteria (recommendation by friends, reputation, expense accounts, location, interest charges on loans, parking, credit policy) which play an important role when the customers select a bank. These criteria are examined separately for each segment for the banking market (housing loans, consumer loans, credit cards, other loans, direct access deposits, time deposit accounts, matual funds shares) and we calculate the relative weight of each criterion. The relative weights above are important for the bank executives because they show the impact of each criterion in the opinion of customers. In this way, executives are able to design their banking services placing emphasis on the criteria with the highest preference in order to satisfy customer needs. Specifically, in this study we examine the case of a Greek bank with high market share and we calculate the weights for each service of the bank. This bank is called Bank X in the remaining study for obvious reasons. The problem was solved with two different ways: 1) by using the combination of AHP (Analytic Hierarchy Process) with QFD (Quality Function Deployment) methodology in order to complete the matrix of HOQ (House of Quality) and 2) by using DEAHP (Data Envelopment Analytic Hierarchy Process) methodology and QFD in order to complete the HOQ.The results of this study show that the ranking of bank selection criteria is almost the same for both methodologies. Specifically the first two criteria which customers seems to prefer are the expenses accounts and interest charges on loans. The rest of criteria are reputation, recommendation by friends, parking in descending order of priority and finally are the criteria location and credit policy. However, the weights which calculated for each criterion are different in combination of methodologies QFD-AHP compared with QFD-DEAHP. This happens because of the different ways of solving and different assumptions which are used in each methodology." @default.
• W865887834 created "2016-06-24" @default.
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• W865887834 date "2014-03-27" @default.
• W865887834 modified "2023-09-27" @default.
• W865887834 title "Συνδυασμός της περιβάλλουσας ανάλυσης δεδομένων με τη μεθοδολογία QFD στον σχεδιασμό υπηρεσιών" @default.
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