How to cite this paper
Hemati, M & Ghorbanian, F. (2011). A hybrid Kano-fuzzy AHP method for measuring customer satisfaction: A case study of transportation system.Management Science Letters , 1(3), 263-270.
Refrences
Berry, L. L., & Parasuraman, A. (1991). Marketing services: Competing through quality. New York, NY: The Free Press.
Chen, C. F. (2008). Investigating structural relationships between service quality, perceived value, satisfaction, and behavioral intentions for air passengers: evidence from Taiwan. Transportation Research Part A, 42, 709–717.
Caruana, A. (2002). Service loyalty: The effects of service quality and the mediating role of customer satisfaction. European Journal of Marketing, 36(7/8), 811–830.
Chen, C. C., & Chuang, M. C. (2008). Integrating the Kano model into a robust design approach to enhance customer satisfaction with product design. International Journal of Production Economics, 114(2), 667-681.
Dabholkar, P. A. Shepherd, C. D., & Thorpe, D.I (2000). A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study. Journal of Retailing, 76(2), 139–173.
Ghobadian, A., Speller, S., & Jones, M. (1994). Service quality: Concepts and models. International Journal of Quality and Reliability Management, 11, 43–66.
Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36-45.
Grönroos, C. (1990). Service Management and Marketing. Lexington Books, Toronto.Ha, J. & Jang, S. (2010). Effects of service quality and food quality: The moderating role of atmospherics in an ethnic restaurant segment. International Journal of Hospitality Management, 29(3), 520–529.
Jamal, A. & Naser, K. )2002(. Customer Satisfaction and retail banking: an assessment of some of the key antecedent of customer satisfaction in retail banking. International Journal of Bank Marketing, 20,146-160.Kassim, N. (2010). The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e-commerce settings. A Cross Cultural Analysis, 22(3), 351-371.
Kӓrnӓ, S., Junnonen, J. M., & Sorvala, V. M. (2009). Modelling structure of customer satisfaction with construction. Journal of Facilities Management, 7(2), 111-127.
Lee, J. H., Kim, H. D., Ko, Y. J., & Sagas, M. (2011). The influence of service quality on satisfaction and intention: A gender segmentation strategy. Sport Management Review, 14(1), 54-63.
Lewin, K., (1938). The conceptual representation and measurement of psychological forces. University Press, Durham, NC.Lee, S. K., Mogi, G., Kim, J. W. ) 2009(. Decision support for prioritizing energy technologies against high oil prices: a fuzzy analytic hierarchy process approach. Journal of Loss Prevention in the Process Industries, 22. 915–920.Lee, S. K., Yoon, Y. J., Kim, J. W. (2007). A study on making a long-term improvement in the national energy efficiency and GHG control plans by the AHP approach. Energy Policy, 35, 2862–2868.
Lee, S. K., Mogi, G., Lee, S. K., Hui, K. S. & Kim, J. W. (2010). Econometric analysis of the R&D performance in the national hydrogen energy technology development for measuring relative efficiency: The fuzzy AHP/DEA integrated model approach. International Journal of Hydrogen Energy, 35(6), 2236–2246.Li, Y., Tang, J., Luo, X., & Xu, J.(2009). An integrated method of rough set, Kano’s model and AHP for rating customer requirements’ final importance. Expert Systems with Applications, 36(3),7045-7053.
McKay, A., de Pennington, A. & Baxter, J. (2001). A representation scheme for product. Computer Aided Design, 33, 511–520.
McDougall, G. H. G., & Levesque, T. (2000). Customer satisfaction with services: Putting perceived value into the equation. Journal of Services Marketing, 14(5), 392–410.
Parassuraman. A, Valarie A. Z., Leonard L. B. )1988(. SERVQUAL:A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
Rivière, P., Monrozier, R., Rogeaux, M., Pagès, J. & Saporta, G. (2006). Adaptive preference target: contribution of Kano's model of satisfaction for an optimized preference analysis using a sequential consumer test. Food Quality and Preference, 17, 572–581.
Saaty, T. L. (1992). How to make a decision: the analytic hierarchy process. European Journal of Operational Research, 48, 9–26.
Teas, R. K. (1994). Expectations as a comparison standard in measuring service quality: An assessment of a reassessment. Journal of Marketing, 58, 132–139.
Wang, T. & Ji, P. (2010). Understanding customer needs through quantitative analysis of Kano’s model. International Journal of Quality & Reliability Management, 27(2), 173-184.
Wassenaar, H. J., Chen, W., Cheng, J., & Sudjianto, A. (2005). Enhancing discrete choice demand modeling for decision-based design. ASME Journal of Mechanical Design, 127, 514–523.
Xu, Q., Jiao, R. J.,Yang, X., Helandera, M., Khalid, H. M., & Opperud, A.(2009). An analytical Kano model for customer need analysis. Design Studies, 30(1), 87-110.
Zeithaml, V. A. (1988). Consumer perceptions of price, quality and value: a means-end model and synthesis of evidence. Journal of Marketing, 52, 2–22.
Chen, C. F. (2008). Investigating structural relationships between service quality, perceived value, satisfaction, and behavioral intentions for air passengers: evidence from Taiwan. Transportation Research Part A, 42, 709–717.
Caruana, A. (2002). Service loyalty: The effects of service quality and the mediating role of customer satisfaction. European Journal of Marketing, 36(7/8), 811–830.
Chen, C. C., & Chuang, M. C. (2008). Integrating the Kano model into a robust design approach to enhance customer satisfaction with product design. International Journal of Production Economics, 114(2), 667-681.
Dabholkar, P. A. Shepherd, C. D., & Thorpe, D.I (2000). A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study. Journal of Retailing, 76(2), 139–173.
Ghobadian, A., Speller, S., & Jones, M. (1994). Service quality: Concepts and models. International Journal of Quality and Reliability Management, 11, 43–66.
Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36-45.
Grönroos, C. (1990). Service Management and Marketing. Lexington Books, Toronto.Ha, J. & Jang, S. (2010). Effects of service quality and food quality: The moderating role of atmospherics in an ethnic restaurant segment. International Journal of Hospitality Management, 29(3), 520–529.
Jamal, A. & Naser, K. )2002(. Customer Satisfaction and retail banking: an assessment of some of the key antecedent of customer satisfaction in retail banking. International Journal of Bank Marketing, 20,146-160.Kassim, N. (2010). The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e-commerce settings. A Cross Cultural Analysis, 22(3), 351-371.
Kӓrnӓ, S., Junnonen, J. M., & Sorvala, V. M. (2009). Modelling structure of customer satisfaction with construction. Journal of Facilities Management, 7(2), 111-127.
Lee, J. H., Kim, H. D., Ko, Y. J., & Sagas, M. (2011). The influence of service quality on satisfaction and intention: A gender segmentation strategy. Sport Management Review, 14(1), 54-63.
Lewin, K., (1938). The conceptual representation and measurement of psychological forces. University Press, Durham, NC.Lee, S. K., Mogi, G., Kim, J. W. ) 2009(. Decision support for prioritizing energy technologies against high oil prices: a fuzzy analytic hierarchy process approach. Journal of Loss Prevention in the Process Industries, 22. 915–920.Lee, S. K., Yoon, Y. J., Kim, J. W. (2007). A study on making a long-term improvement in the national energy efficiency and GHG control plans by the AHP approach. Energy Policy, 35, 2862–2868.
Lee, S. K., Mogi, G., Lee, S. K., Hui, K. S. & Kim, J. W. (2010). Econometric analysis of the R&D performance in the national hydrogen energy technology development for measuring relative efficiency: The fuzzy AHP/DEA integrated model approach. International Journal of Hydrogen Energy, 35(6), 2236–2246.Li, Y., Tang, J., Luo, X., & Xu, J.(2009). An integrated method of rough set, Kano’s model and AHP for rating customer requirements’ final importance. Expert Systems with Applications, 36(3),7045-7053.
McKay, A., de Pennington, A. & Baxter, J. (2001). A representation scheme for product. Computer Aided Design, 33, 511–520.
McDougall, G. H. G., & Levesque, T. (2000). Customer satisfaction with services: Putting perceived value into the equation. Journal of Services Marketing, 14(5), 392–410.
Parassuraman. A, Valarie A. Z., Leonard L. B. )1988(. SERVQUAL:A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
Rivière, P., Monrozier, R., Rogeaux, M., Pagès, J. & Saporta, G. (2006). Adaptive preference target: contribution of Kano's model of satisfaction for an optimized preference analysis using a sequential consumer test. Food Quality and Preference, 17, 572–581.
Saaty, T. L. (1992). How to make a decision: the analytic hierarchy process. European Journal of Operational Research, 48, 9–26.
Teas, R. K. (1994). Expectations as a comparison standard in measuring service quality: An assessment of a reassessment. Journal of Marketing, 58, 132–139.
Wang, T. & Ji, P. (2010). Understanding customer needs through quantitative analysis of Kano’s model. International Journal of Quality & Reliability Management, 27(2), 173-184.
Wassenaar, H. J., Chen, W., Cheng, J., & Sudjianto, A. (2005). Enhancing discrete choice demand modeling for decision-based design. ASME Journal of Mechanical Design, 127, 514–523.
Xu, Q., Jiao, R. J.,Yang, X., Helandera, M., Khalid, H. M., & Opperud, A.(2009). An analytical Kano model for customer need analysis. Design Studies, 30(1), 87-110.
Zeithaml, V. A. (1988). Consumer perceptions of price, quality and value: a means-end model and synthesis of evidence. Journal of Marketing, 52, 2–22.