چکیده مقاله
In this article, the way to satisfy customers in electricity distribution companies has been analyzed using the Kano model For this purpose, first the requirements and features of service quality that are important for the subscriber have been determined Then, the Kano model questionnaire was revised and localized according to the requirements of subscribers, service quality characteristics and characteristics of electricity distribution companies The geographical scope of this research is Natanz city, so the research questionnaire was randomly completed by a sample of 380 people among the applicants and subscribers of Natanz city electricity affairs Next, the data collected by the questionnaires were analyzed using Kano's evaluation table, during which the service requirements were classified in the form of must be, one dimensional, attractive, inverse and indifferent requirements The findings of the research prove that 6 of the service requirements in the field of electricity distribution company's subscribers are of the must be type M , 5 of the one dimensional type O , and 8 of the attractive type A And the number of 3 service features are of indifferent type I It is obvious that the method and results of this research can be generalized and implemented in other affairs and electricity distribution companies
کلیدواژهها
نویسندگان
Ali Yousefi
Office of Productivity and Development, Esfahan Province Electricity Distribution Co , Isfahan, Iran
شیوه ارجاع
Yousefi, Ali,1404,How Delight Our Customers? Application of Kano Model in Electricity Power Distribution Companies,11th International Conference on Industrial and System Engineering,Mashhad
ارائهشده در
مجموعه مقالات یازدهمین کنفرانس بین المللی مهندسی صنایع و سیستم ها2 مهر 1404 · مشهد