رضایتمندی مشترکان شرکت آب و فاضلاب شیراز: کاربست مدل کانو

نوع مقاله : مقاله پژوهشی

نویسنده

کارشناس ارشد مهندسی صنایع، شرکت آب و فاضلاب شیراز، شیراز، ایران

چکیده

امروزه جلب ‌رضایت مشترکان یکی از موضوعات ‌اساسی ‌است ‌که شرکت‌های آب و فاضلاب باید در نظر بگیرند. در ‌این ‌راستا، توجه‌ به ‌اینکه چه ‌مواردی‌ می‌تواند در افزایش ‌رضایتمندی مشترکان مؤثر باشد، ضروری و حائز اهمیت‌ است. ازاین‌رو، هدف‌ این پژوهش،‌ ارزیابی رضایتمندی مشترکان شرکت آب و فاضلاب شیراز بود که برای این منظور از ترکیب فن دلفی و مدل کانو استفاده شد. روش استفاده شده در این پژوهش،‌ از نوع ‌‌توصیفی ـ تحلیلی و از نظر ماهیت داده‌ها کیفی-کمّی بود. برای این منظور، طبق فن دلفی 37 مورد از عوامل رضایتمندی مشترکان شرکت آب و فاضلاب شیراز طبق نظر کارشناسان و صاحب‌نظران شرکت انتخاب شد و به‌عنوان‌ متغیرهای ‌اصلی پژوهش بررسی‌ شدند. در ادامه ‌با استفاده ‌از پرسش‌نامه ‌محقق ‌‌ساخته بر مبنای مدل کانو، اطلاعات از جامعه آماری‌ جمع‌آوری‌ شد و با استفاده‌ از جدول ‌ارزیابی، نوع نیازمندی مشترکان شناسایی و پس‌ از‌ آن ‌ضریب‌ رضایت ‌و نارضایتی محاسبه و ‌تحلیل شد. بر اساس ‌مدل‌ کانو عوامل ‌رضایتمندی مشترکان به‌طور معمول در سه‌ دسته ‌الزامات ضروری، عملکردی ‌و جذاب قرار می‌گیرند. ‌در این پژوهش، 10 عامل ‌به‌عنوان‌ الزام ضروری، 9 عامل‌ به‌عنوان ‌الزام‌ عملکردی‌ و 18 عامل‌ به‌عنوان‌ الزام جذاب ‌شناسایی ‌شدند که بر اساس میزان رضایت و نارضایتی مشترکان رتبه‌بندی شدند. بر اساس نتایج، شرکت آب و فاضلاب شیراز برای ‌به‌دست‌ آوردن مزیت ‌رقابتی ‌‌و تمرکز بر رضایت مشترکان ‌باید بر ویژگی‌های ‌الزام جذاب ‌به ‌جای ‌الزام ضروری ‌یا عملکردی ‌تمرکز بیشتری داشته باشد.

کلیدواژه‌ها


عنوان مقاله [English]

Customer Satisfaction of Shiraz Water and Wastewater Company: Application of the Kano Model

نویسنده [English]

  • Azime Mozafari
Master of Industrial Engineering, Shiraz Water and Wastewater Company, Shiraz, Iran
چکیده [English]

Today, customer satisfaction is one of the main issues that water and wastewater companies must consider. In this regard, it is crucial to identify effective strategies to increase customer satisfaction. Therefore, the aim of this research was to evaluate the satisfaction of the subscribers of Shiraz Water and Wastewater Company. For this purpose, the combined Delphi and Kano model was used. The method used in the current research was descriptive-analytical and qualitative-quantitative in terms of the type of the data. With this objective in mind, according to the Delphi method, 37 satisfaction factors of the subscribers of Shiraz Water and Wastewater Company were selected according to the opinion of the company's and other experts, and were investigated as the main variables of the research. In the following, using a research questionnaire based on the Kano model, information was collected from the statistical population; then, using an evaluation table, the subscriber's needs were identified, and the coefficient of satisfaction and dissatisfaction was calculated and analyzed. Based on Kano's model, customer satisfaction factors are mainly classified into three categories: must-be one-dimensional and attractive requirements. In this research, 10 factors were identified as must-be requirements, 9 factors as one-dimensional requirements, and 18 factors as attractive requirements, which were ranked based on the level of satisfaction and dissatisfaction of subscribers. Based on the results, Shiraz Water and Sewerage Company should focus more on the characteristics of attractive requirements instead of must-be or one-dimensional requirements in order to gain a competitive advantage and focus on customer satisfaction.

کلیدواژه‌ها [English]

  • Kano Model
  • Must-be Requirements
  • One-Dimensional Requirements
  • Attractive Requirements
  • Water and Wastewater Users
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