Title: Quality mining: a new approach for managing service quality

Authors: Behnam Khamoushpour; Abbas Sheikh Aboumasoudi; Arash Shahin; Shakiba Khademolqorani

Addresses: Department of Industrial Engineering, Najafabad Branch, Islamic Azad University, Najafabad, Iran ' Department of Industrial Engineering, Najafabad Branch, Islamic Azad University, Najafabad, Iran ' Department of Management, University of Isfahan, Hezarjarib St., 81746-73441, Isfahan, Iran ' Department of Industrial Engineering, Engineering Faculty, Sheikh Bahaei University, Isfahan, Iran

Abstract: This study aims to propose a new approach for service quality improvement through simultaneous measurement of all data and indicators affecting service quality and related to each service along with each other, and to find the importance and relationship between these indicators and suggesting service quality improvement solutions. The proposed model named quality mining is based on data mining in service quality. As a case study, all the one-year services registered by the information technology service management (ITSM) system of a manufacturing company have been analysed. Clustering, correlation, and rule learner data mining methods have been used in the studied organisation. Findings indicated a direct relationship between the performance of the organisation and satisfaction regarding the services provided. The improvement suggestions presented for the studied organisation were related to the performance improvement of employees/functions. The factors affecting service quality were also determined.

Keywords: quality mining; service quality; data mining; information technology service management; ITSM; clustering; rule learning.

DOI: 10.1504/IJPQM.2022.126334

International Journal of Productivity and Quality Management, 2022 Vol.37 No.2, pp.226 - 245

Received: 21 Mar 2020
Accepted: 14 Feb 2021

Published online: 21 Oct 2022 *

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