Title: An integrated QFD and ANP model for improving the quality of financial services in consulting engineering firms

Authors: Mahmoud Zamani; Vida Zolfaghari; Changiz Valmohammadi

Addresses: Faculty of Management, University of Tehran, Tehran, Iran ' Faculty of Management and Social Sciences, North Tehran Branch, Islamic Azad University, Tehran, Iran ' Department of IT Management, Faculty of Management, South Tehran Branch, Islamic Azad University, Shariati Ave. Tehran, Iran

Abstract: The main aim of this study is to identify the needs to improve the quality of financial services in consulting engineering firms in Iran. For this purpose, an integrative approach of ANP & QFD has been applied. Data collection in this paper is divided into two library and field study with questionnaire and expert interview. The sample of this survey is composed of financial experts and senior officials of the surveyed company. Delphi technique was used to identify the requirements of the financial sector's customers and then the requirements have been prioritised using ANP technique. Finally, technical requirements and financial strategies have been ranked using QFD technique.The most important customer needs have been identified and prioritised. "Transparent system of payment" is identified as the most important criterion. After determining the most important customer requirements, technical requirements for meeting them were prioritised and strategies were proposed. "Cash management of the company" has been identified as the most important financial strategy to meet customers' needs.

Keywords: quality of services; financial services; analytic network process; ANP; quality function deployment; QFD; Delphi method; consulting engineering firms; Iran.

DOI: 10.1504/IJAOM.2017.085628

International Journal of Advanced Operations Management, 2017 Vol.9 No.1, pp.1 - 22

Received: 02 Apr 2016
Accepted: 19 Mar 2017

Published online: 03 Aug 2017 *

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