How to cite this paper
Pourhasomi, M., Khamseh, A & Ghorbanzad, Y. (2013). A hybrid of Kano and QFD for ranking customers’ preferences: A case study of bank Melli Iran.Management Science Letters , 3(3), 845-860.
Refrences
Akao, Y. (2004). Quality function deployment: integrating customer requirements into product
design. Productivity Press.
Almossawi, M. (2001). Bank selection criteria employed by college students in Bahrain: an empirical
analysis. International Journal of Bank Marketing, 19(3), 115-125.
Al-Ajmi, J., Abo Hussain, H., & Al-Saleh, N. (2009). Clients of conventional and Islamic banks in
Bahrain: How they choose which bank to patronize. International Journal of social Economics,
36(11), 1086-1112.
Baki, B., Basfirinci, C. S., Ilker Murat, A. R., & Cilingir, Z. (2009). An application of integrating
SERVQUAL and Kano & apos; s model into QFD for logistics services: a case study from Turkey. Asia
Pacific Journal of Marketing and Logistics, 21(1), 106-126.
Blankson, C., Cheng, J. M. S., & Spears, N. (2007). Determinants of banks selection in USA, Taiwan
and Ghana. International Journal of Bank Marketing, 25(7), 469-489.
Berger, C., Blauth, R., Boger, D., Bolster, C., Burchill, G., DuMouchel, W., & Walden, D. (1993).
Kano’s methods for understanding customer-defined quality. Center for Quality Management
Journal, 2(4), 3-36.
Boyd, W.L., Leonard, M., & White, C. (1994). Customer preferences for financial services: an
analysis. International Journal of Bank Marketing, 12(1), 9-15.
Bick, G., Brown, A. B., & Abratt, R. (2004). Customer perceptions of the value delivered by retail
banks in South Africa. International Journal of Bank Marketing, 22(5), 300-318.
Chen, L.H., & Ko, W.C. (2009). Fuzzy approaches to quality function deployment for new product
design. Fuzzy Sets and Systems, 160, 2620-2639.
Chien, T. & Su, C. (2003). Using the QFD concept to resolve customer satisfaction strategy
decisions. International Journal of Quality and Reliability Management, 20(3), 345-359.
Erol, C., Kaynak, E., & Radi, E. B. (1990). Conventional and Islamic banks: patronage behaviour of
Jordanian customers. International Journal of Bank Marketing, 8(4), 25-35.
Fong, P.S W., & Choi, S. K. Y. (2000). Final contractor selection using the analytical hierarchy
process. Construction Management and Economics, 18, 547-557.
Garibay, C., Gutierrez, H., & Figueroa, A. (2010). Evaluation of a digital library by means of quality
function deployment (QFD) and the Kano’s model. The Journal of Academic Librarianship,
36(2), 125-132.
Griffin, A. (1992). Evaluating QFD’s use in US firms as a process for developing products. Journal
of Product Innovation Management, 9(2), 171-187.
Ghodsipour , H. (2008). Analytical Hierarchy Process (AHP).3rd ed., Tehran: Amir Kabir University
Publications, (In Persian).
Haron, S., Ahmad, N., & Planisek, S.L. (1994). Bank patronage factors of Muslim and non-Muslim
customers. International Journal of Bank Marketing, 12(1), 32-40.
Hinson, R., Owusu-Frimpong, N., & Dasah, J. (2009). Key motivations for bank patronage in Ghana.
International Journal of Bank Marketing, 27(5), 381-399.
Hauser, J.R., & Clausing, D. (1988). The house of quality. Harward Business Review, 66(3), 63-73.
Hsu, C. H., Chang, T.M., Wang, S.Y, & Lin, P.Y. (2007). Integrating Kano & apos; s model into
qualityfunction deployment to facilitate decision analysis for service quality. Proceedings of the
8th WSEAS Int. Conference on Mathematics and Computers in Business and Economics,
Vancouver, Canada, June 19-21.
Hwarng, H.B., & Teo, C. (2001). Translating customers’ voices into operations requirements: a QFD
application in higher education. International Journal of Quality & Reliability Management, 18(2),
195-226.
Kano, N., Seraku, N., Takahashi, F., & Tsuji, S. (1984). Attractive quality and must-be quality.
Hinshitsu: The Journal of the Japanese Society For Quality Control, April, 39-48.
Kaufman, G.G. (1967). A survey of business firms and households view of a commercial bank.
Report to the Federal Reserve Bank of Chicago, Appleton, University of Wisconsin, Madison, WI.
Kaynak, E., & Kucukemiroglu, O. (1992). Bank and product selection: Hong Kong. International
Journal of Bank Marketing, 10(1), 3-16.
Laroche, M., Rosenblatt, J.A., & Manning, T. (1986). Services used and factors considered important
in selecting a bank: an investigation across diverse demographic segments. International Journal
of Bank Marketing, 4(1), 35-55.
Mason, J.B., & Mayer, M.L. (1974). Differences between high-and-low-income savings and checking
account customers. The Magazine of Bank Administration, 65, 48-52.
Mylonakis, J., Malliaris, P.G., & Siomkos, G.J. (1998). Marketing-driven factors influencing savers
in the hellenic bank market. Journal of Applied Business Research, 14(2), 109-116.
Mokhlis, S., Mat, N.H.N., & Salleh, H.S. (2008). Commercial bank selection: The case of
undergraduate students in Malaysia. International Review of Business Research Papers, 14(5),
258-270.
Omar, O., & Orakwue, E. (2006). Gender-based choice of retail banking in Nigeria. Journal of
Business & Retail Management Research (JBRMR), May 2006.
Pourhasomi, M. H., Arshadi Khamseh, A., & Seyed Hosseini, S.M. (2012). Integrating Kano & apos; s model
into quality function deployment (QFD) to optimally identify and prioritize the needs of higher
education (case study: Engineering Faculty of Tarbiat Moallem University). Interdisciplinary
Journal of Contemporary Research in Business, 4(4), 233-246.
ReVelle, J.B. Moran, J.W., & Cox, C.A. (1998). The QFD Handbook. John Wiley & Sons, New
York, NY.
Rao, R.V., & Davim J. P. (2008). A decision-making framework model for material selection using a
combined multiple attribute decision-making method. International Journal of Advanced
Manufacturing Technology, 35, 751- 760.
Rashid, M., & Kabir Hassan, M., (2009). Customer demographics affecting bank selection criteria,
Preference, and market segmentation: Study on domestic Islamic banks in Bangladesh.
International journal of Business and Management, 4(6), 131-146.
Rao, S., & Sharma R. K. (2010). Bank selection criteria employed by MBA students in Delhi: An
empirical analysis. Journal of business studies Quarterly, 1(2), 56-69.
Rezaee, K., Hosseini Ashtiani, H., Houshyar, M., & Vaziri, F. (2005). QFD: a customer oriented
approach to planning and improving the product. Tehran: RWTUU and Atena Publications.
SureshChandar, G. S., Rajendran, C., & Anantharaman, R. N. (2009). The relationship between
service quality and customer satisfaction: a factor specific approach. Journal of services
marketing, 16(4), 363-379.
Shen, X. X., Tan, K. C., & Xie, M. (2000). Benchmarking in QFD for quality improvement.
International Benchmarking Journal, 7(4), 282-291.
Saaty, T.L. (1994). Fundamentals of decision making and priority theory with the analytical
hierarchy process. RWS Publications, Pittsburgh, PA.
Samadi, A., & Eskandari, S. (2011). The effects of service quality on customer satisfaction on Melli
bank in Toyserkan, Hamedan, Iran (based on the Servqual Model). Management Quarterly, 8(20),
21-30.
Yuksel, A . Yuksel , F., & Bilim, Y. (2010). Destination attachment: Effects on customer satisfaction
and cognitive affective and cognitive loyalty. Journal of Tourism management, 31(2), 274-284.
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.
Zaribaf, M., Hosseini, S. M., & Bozorgmehr, B. (2011). A contrastive study of behevioural
preferences of electronic banking and the traditional banking users (case study: the willingness of
Mellat Bank customers in Semnan to use the electronic banking services). Management Quarterly,
8(21), 55-66.
design. Productivity Press.
Almossawi, M. (2001). Bank selection criteria employed by college students in Bahrain: an empirical
analysis. International Journal of Bank Marketing, 19(3), 115-125.
Al-Ajmi, J., Abo Hussain, H., & Al-Saleh, N. (2009). Clients of conventional and Islamic banks in
Bahrain: How they choose which bank to patronize. International Journal of social Economics,
36(11), 1086-1112.
Baki, B., Basfirinci, C. S., Ilker Murat, A. R., & Cilingir, Z. (2009). An application of integrating
SERVQUAL and Kano & apos; s model into QFD for logistics services: a case study from Turkey. Asia
Pacific Journal of Marketing and Logistics, 21(1), 106-126.
Blankson, C., Cheng, J. M. S., & Spears, N. (2007). Determinants of banks selection in USA, Taiwan
and Ghana. International Journal of Bank Marketing, 25(7), 469-489.
Berger, C., Blauth, R., Boger, D., Bolster, C., Burchill, G., DuMouchel, W., & Walden, D. (1993).
Kano’s methods for understanding customer-defined quality. Center for Quality Management
Journal, 2(4), 3-36.
Boyd, W.L., Leonard, M., & White, C. (1994). Customer preferences for financial services: an
analysis. International Journal of Bank Marketing, 12(1), 9-15.
Bick, G., Brown, A. B., & Abratt, R. (2004). Customer perceptions of the value delivered by retail
banks in South Africa. International Journal of Bank Marketing, 22(5), 300-318.
Chen, L.H., & Ko, W.C. (2009). Fuzzy approaches to quality function deployment for new product
design. Fuzzy Sets and Systems, 160, 2620-2639.
Chien, T. & Su, C. (2003). Using the QFD concept to resolve customer satisfaction strategy
decisions. International Journal of Quality and Reliability Management, 20(3), 345-359.
Erol, C., Kaynak, E., & Radi, E. B. (1990). Conventional and Islamic banks: patronage behaviour of
Jordanian customers. International Journal of Bank Marketing, 8(4), 25-35.
Fong, P.S W., & Choi, S. K. Y. (2000). Final contractor selection using the analytical hierarchy
process. Construction Management and Economics, 18, 547-557.
Garibay, C., Gutierrez, H., & Figueroa, A. (2010). Evaluation of a digital library by means of quality
function deployment (QFD) and the Kano’s model. The Journal of Academic Librarianship,
36(2), 125-132.
Griffin, A. (1992). Evaluating QFD’s use in US firms as a process for developing products. Journal
of Product Innovation Management, 9(2), 171-187.
Ghodsipour , H. (2008). Analytical Hierarchy Process (AHP).3rd ed., Tehran: Amir Kabir University
Publications, (In Persian).
Haron, S., Ahmad, N., & Planisek, S.L. (1994). Bank patronage factors of Muslim and non-Muslim
customers. International Journal of Bank Marketing, 12(1), 32-40.
Hinson, R., Owusu-Frimpong, N., & Dasah, J. (2009). Key motivations for bank patronage in Ghana.
International Journal of Bank Marketing, 27(5), 381-399.
Hauser, J.R., & Clausing, D. (1988). The house of quality. Harward Business Review, 66(3), 63-73.
Hsu, C. H., Chang, T.M., Wang, S.Y, & Lin, P.Y. (2007). Integrating Kano & apos; s model into
qualityfunction deployment to facilitate decision analysis for service quality. Proceedings of the
8th WSEAS Int. Conference on Mathematics and Computers in Business and Economics,
Vancouver, Canada, June 19-21.
Hwarng, H.B., & Teo, C. (2001). Translating customers’ voices into operations requirements: a QFD
application in higher education. International Journal of Quality & Reliability Management, 18(2),
195-226.
Kano, N., Seraku, N., Takahashi, F., & Tsuji, S. (1984). Attractive quality and must-be quality.
Hinshitsu: The Journal of the Japanese Society For Quality Control, April, 39-48.
Kaufman, G.G. (1967). A survey of business firms and households view of a commercial bank.
Report to the Federal Reserve Bank of Chicago, Appleton, University of Wisconsin, Madison, WI.
Kaynak, E., & Kucukemiroglu, O. (1992). Bank and product selection: Hong Kong. International
Journal of Bank Marketing, 10(1), 3-16.
Laroche, M., Rosenblatt, J.A., & Manning, T. (1986). Services used and factors considered important
in selecting a bank: an investigation across diverse demographic segments. International Journal
of Bank Marketing, 4(1), 35-55.
Mason, J.B., & Mayer, M.L. (1974). Differences between high-and-low-income savings and checking
account customers. The Magazine of Bank Administration, 65, 48-52.
Mylonakis, J., Malliaris, P.G., & Siomkos, G.J. (1998). Marketing-driven factors influencing savers
in the hellenic bank market. Journal of Applied Business Research, 14(2), 109-116.
Mokhlis, S., Mat, N.H.N., & Salleh, H.S. (2008). Commercial bank selection: The case of
undergraduate students in Malaysia. International Review of Business Research Papers, 14(5),
258-270.
Omar, O., & Orakwue, E. (2006). Gender-based choice of retail banking in Nigeria. Journal of
Business & Retail Management Research (JBRMR), May 2006.
Pourhasomi, M. H., Arshadi Khamseh, A., & Seyed Hosseini, S.M. (2012). Integrating Kano & apos; s model
into quality function deployment (QFD) to optimally identify and prioritize the needs of higher
education (case study: Engineering Faculty of Tarbiat Moallem University). Interdisciplinary
Journal of Contemporary Research in Business, 4(4), 233-246.
ReVelle, J.B. Moran, J.W., & Cox, C.A. (1998). The QFD Handbook. John Wiley & Sons, New
York, NY.
Rao, R.V., & Davim J. P. (2008). A decision-making framework model for material selection using a
combined multiple attribute decision-making method. International Journal of Advanced
Manufacturing Technology, 35, 751- 760.
Rashid, M., & Kabir Hassan, M., (2009). Customer demographics affecting bank selection criteria,
Preference, and market segmentation: Study on domestic Islamic banks in Bangladesh.
International journal of Business and Management, 4(6), 131-146.
Rao, S., & Sharma R. K. (2010). Bank selection criteria employed by MBA students in Delhi: An
empirical analysis. Journal of business studies Quarterly, 1(2), 56-69.
Rezaee, K., Hosseini Ashtiani, H., Houshyar, M., & Vaziri, F. (2005). QFD: a customer oriented
approach to planning and improving the product. Tehran: RWTUU and Atena Publications.
SureshChandar, G. S., Rajendran, C., & Anantharaman, R. N. (2009). The relationship between
service quality and customer satisfaction: a factor specific approach. Journal of services
marketing, 16(4), 363-379.
Shen, X. X., Tan, K. C., & Xie, M. (2000). Benchmarking in QFD for quality improvement.
International Benchmarking Journal, 7(4), 282-291.
Saaty, T.L. (1994). Fundamentals of decision making and priority theory with the analytical
hierarchy process. RWS Publications, Pittsburgh, PA.
Samadi, A., & Eskandari, S. (2011). The effects of service quality on customer satisfaction on Melli
bank in Toyserkan, Hamedan, Iran (based on the Servqual Model). Management Quarterly, 8(20),
21-30.
Yuksel, A . Yuksel , F., & Bilim, Y. (2010). Destination attachment: Effects on customer satisfaction
and cognitive affective and cognitive loyalty. Journal of Tourism management, 31(2), 274-284.
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.
Zaribaf, M., Hosseini, S. M., & Bozorgmehr, B. (2011). A contrastive study of behevioural
preferences of electronic banking and the traditional banking users (case study: the willingness of
Mellat Bank customers in Semnan to use the electronic banking services). Management Quarterly,
8(21), 55-66.