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  3. Evaluation of service quality with the approach of failure analysis and its effects and fuzzy data coverage analysis (case study of Peshgaman Kavir Cooperative Company of Yazd)

Evaluation of service quality with the approach of failure analysis and its effects and fuzzy data coverage analysis (case study of Peshgaman Kavir Cooperative Company of Yazd)

Number of pages: 178 File Format: word File Code: 32782
Year: Not Specified University Degree: Master's degree Category: Management
Tags/Keywords: Data analysis - Data envelopment analysis - failure analysis - Failure analysis approach - Fuzzy data - Fuzzy logic - Quality assessment - Quality of service
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  • Summary of Evaluation of service quality with the approach of failure analysis and its effects and fuzzy data coverage analysis (case study of Peshgaman Kavir Cooperative Company of Yazd)

    Abstract

    Service quality in all service industries has been considered as a fundamental issue for competitiveness in the market. The purpose of this research is to evaluate service quality with the approach of failure analysis and its effects and fuzzy data overlay analysis that identifies service quality failure items. The statistical population in this research includes the managers and technical experts of Peshgaman Kavir Cooperative Company of Yazd during the years 2019-2019, and the data collection method of this research is interviews and questionnaires. The collected data was analyzed in Lingo software. The results of this study show that based on the failure analysis approach and its effects and data coverage analysis, 32 items of DSL service quality failure were identified and ranked. The ranking of failure items indicated that line speed drop due to peak traffic, infrastructure company's limited bandwidth, or due to common system virality and common internal line problem has the highest priority.

    Key words: service quality, failure analysis and its effects, data envelopment analysis, fuzzy logic

    Preface

    In this century, new developments have caused the service sector to expand at a very high speed; According to available statistics, nearly 70% of the labor force is employed in the service sector (Batson, 1997). Due to the importance of the service sector, the excellence of service quality in this sector is also of particular importance, so that the provision of quality services is considered one of the most important challenges of the current century in service organizations (Brooks et al., 1999). It can lead to quality improvement. But a more suitable approach can be to prevent the occurrence of quality errors in the system. With this account, the identification, evaluation and ranking of these failures seems to be a suitable approach in order to improve the quality of services by preventing the dissatisfaction of the final customers (Zanjirchi, Sayadi Turanlo, 2018).

    On this basis, the present research aims to evaluate the quality of services with the approach of failure analysis and its effects and fuzzy data coverage analysis for the cooperative company. The pioneers of Yazd desert is compiled in 5 chapters.

    In the first chapter of this research, titled the generalities of the research, after defining the existing problem, the importance of the topic, the research objectives and the applications of the research are presented, and in the continuation of the research method, the method of data collection, the desired statistical population is determined.

    The second chapter is a review of the literature and background of the research, which consists of six sections The description is as follows:

    The first part includes an introduction to this chapter.

    The second part examines the concepts and definitions of service quality. Then the service quality model is described.

    In the third part of this chapter, the history, concepts, definitions, advantages and implementation steps of the failure analysis approach and its effects are discussed.

    In the fourth part of this chapter, the history, concepts, definitions of the data envelopment analysis approach are presented.

    A review of the fuzzy theory in the fifth part of this chapter

    The background of service quality research, service quality with the approach of failure analysis and its effects, failure analysis and its effects, and data coverage analysis are presented in the sixth section.

    In the third chapter of the statistical community, the research method, data collection tools, and its reliability and validity are examined. and the techniques used in this research have been described.

    The results of the analysis of the collected data are given in the fourth chapter.

    Finally, the fifth chapter of the research includes the conclusions and suggestions.

    rtl;">Chapter One

     

    General research

     

     

     

     
     

    1-1- Introduction

    This chapter examines the generalities of conducting research. In this regard, first the research problem is stated and then the necessity of conducting the research and the objectives of the research are stated. In the following, the assumptions, scope and method of the research as well as its statistical population are determined. Finally, the limitations of the research have been stated.

    1-2- Statement of the problem

    The increase in the share of services over production in the global economy on the one hand and the changing tastes of customers along with intense and complex competition on the other hand, have forced organizations to move towards up-to-date and precise techniques in the field of service quality.

    In all service industries, service quality has been considered as a fundamental issue for competitiveness in the market (Kandampully and Duddy, 1999). Focusing on quality has been a consistent and dominant theme in management thinking since the 1940s. At first, companies used quality control in production and inspection areas, but from the mid-1950s, quality control was extended to all organizations and became a management tool (Jiang et al., 2007). Service quality emphasizes the interaction between users and service providers, as well as the gap between user expectations and the understanding of how to create services (Hernon, 2002).

    Existing models of service quality focus on the existing status of quality elements in institutions and finally, by using gap analysis, they identify the most important elements that can lead to quality improvement. But a more appropriate approach can be to prevent the occurrence of quality errors in the system, which, in addition to quality degradation, severely threatens the loyalty and commitment of current customers and stops their use of services. Therefore, it is necessary to identify these errors, which are considered a kind of failure in meeting the appropriate quality level, and evaluate them in a systematic and scientific way so that the path of quality improvement passes through its most sensitive stage. With this account, identifying, evaluating and ranking these failures seems to be a suitable approach in order to improve the quality of services by preventing the dissatisfaction of the final customers (Zanjirchi, Sayadi Turanlu, 2019). In this research, by using the failure analysis technique and its effects, an effort is made to develop a suitable methodology.

    The main goal of failure mode analysis and its effects is to discover and prioritize potential failure modes by calculating the risk priority index (Segismundo et al., 2008). The higher the value of this index, the more critical the failure and the related corrective measures will be a higher priority. Therefore, this technique can provide measures to reduce the chance of errors and failures, and also help users to identify key features of the design and process that require special control (McDermott et al., 1996). However, the risk priority number has been widely criticized for many reasons such as the following: (Bowles, 2004; Snakar and Prabhu, 2001; Ben-Daya and Raouf, 1996; Braglia et al., 2003, Chang et al., 2001; Glichrist, 1993; Pillay and Wang, 2003)

    • Different combinations of occurrence, severity and detection may produce exactly the same value of the risk priority number. If the amount of their hidden risk may be completely different. For example, if two different combinations with the values ??of 2, 3, 2 and 3, 1 and 4 represent occurrence, severity and discovery respectively, the value of the risk priority number is equal to 12 for both combinations. However, the amount of hidden risk of these two combinations is not necessarily the same. This may lead to a waste of resources and time, and in some cases, a high-risk event may not be considered.

  • Contents & References of Evaluation of service quality with the approach of failure analysis and its effects and fuzzy data coverage analysis (case study of Peshgaman Kavir Cooperative Company of Yazd)

    List:

    Chapter One: General Research 1

    1-1- Introduction. 2

    1-2- statement of the problem. 2

    1-3- Necessity of doing research. 4

    1-4- Research objectives. 5

    1-5- Research questions. 6

    1-6- Research scope. 6

    1-7- Research method. 6

    1-8- Description of the words and terms used in the research. 7

     

    Chapter Two: Reviewing Concepts and Research Literature 9

    2-1- Introduction to the chapter. 10

    2-2- Quality of service. 10

    2-2-1- Definition of service. 10

    2-2-2- Service quality and satisfaction. 12

    2-2-3- Measurement of service quality, service quality model 14

    2-3- Analysis of failure factors and their effects. 16

    2-3-1- Introduction. 16

    2-3-2- History of analysis of failure factors and their effects. 17

    2-3-3- Definition of failure factor analysis technique and its effects. 19

    2-3-4- Characteristics of failure factor analysis technique and its effects. 23

    2-3-5- Application of failure factor analysis technique and its effects. 24 2-3-6- The benefits of implementing the technique of analyzing failure factors and its effects 25 2-3-7- The approach of analyzing failure factors and its effects as part of a comprehensive quality system 26 2-3-8- The types of approach of analyzing failure factors and their effects. 28

    2-3-8-1- Analysis of failure factors and their effects in the system 29

    2-3-8-2- Analysis of failure factors and their effects in product design. 30

    2-3-8-3- Analysis of failure factors and their effects in the process. 32

    2-3-8-4- Analysis of failure factors and their effects in services. 33

    2-3-9- Classes of analysis of failure factors and their effects. 34

    2-3-10- The steps of implementing the approach of analyzing failure factors and their effects. 34

    2-4- Data coverage analysis 41

    2-4-1- Introduction. 41

    2-4-2- History of data coverage analysis 42

    2-4-3- Definition of data coverage analysis. 44

    2-4-4- Two basic features for data envelopment analysis model. 47

    2-4-4-1- The nature of the model used 48

    2-4-4-2- Yield to the scale of the model used 48

    2-4-5- The main models of data coverage analysis. 49

    2-5- Fuzzy theory. 50

    2-5-1- Introduction. 50

    2-5-2- Fuzzy theory. 50

    2-5-3- Fuzzy numbers and algebraic operations. 52

    2-5-3-1- LR type fuzzy numbers. 53

    2-5-3-2-triangular fuzzy numbers. 54

    2-5-3-3- trapezoidal fuzzy numbers. 55

    2-6- Research background. 55

    2-6-1- Quality of service. 55

    2-6-2- Service quality with failure analysis approach and its effects. 61

    2-6-3- Analysis of failure factors and its effects 64

    2-6-4- Data coverage analysis 77

    2-7- Chapter summary and conclusion. 79

    Chapter Three: Research Methodology 80

    3-1- Introduction. 81

    3-2- Research method. 81

    3-3- Research algorithm. 82

    3-3-1- Identification of service quality failure items. 83

    3-3-2- Fuzzy Delphi technique. 86

    3-3-3- Selection of experts.. 89

    3-3-4- Completing the failure analysis approach questionnaire and its effects. 89

    3-3-5- Designing mathematical models to evaluate risks identified in the fuzzy environment. 89

    3-3-5-1- Prioritization of failure items with data coverage analysis approach. 90

    3-3-5-2- Prioritization of failure items with the approach of data envelopment analysis in fuzzy environment. 95

    3-3-6- Solving the model.. 102

    3-3-7- Providing suggested solutions. 102

    3-4- Information gathering methods. 102

    3-5- Reliability and validity of data collection tools 103

    3-6- Scope of research. 105

    3-6-1- The temporal domain of research. 105

    3-6-2- The spatial territory of research. 106

    3-7- Statistical population. 106

    3-8- Introduction of Yazd Desert Pioneers Company. 106

    3-9- Introduction of digital subscription lines. 108

    3-10- Data analysis methods and techniques 109

    3-11- Chapter summary and conclusion. 110

    Chapter Four: Data Analysis 111

    4-1- Introduction. 112

    4-2-112

    4-2- Identifying items of DSL service quality failure. 112

    4-3- Summarizing the opinions of the members of the failure analysis team and its results. 118

    4-4- Assessing the risks identified in the fuzzy environment. 123

    4-4-1- The overall risk of each failure item in cumulative risk mode for alpha cut set 123

    4-4-2- Ranking of failure items for alpha values ??in cumulative risk based on interval efficiency 129

    4-4-3- Overall risk of each failure item in increasing risk mode for alpha cut set 134

    4-4-4- Ranking of failure items for alpha values ??in incremental risk based on interval efficiency 140

    4-5- Comparison of the results obtained from two methods of accumulative risk and incremental risk 144

    4-6- Chapter summary and conclusion. 144

    Chapter Five: Conclusion and Suggestions 146

    5-1- Introduction. 147

    5-2- Research results and findings. 147

    5-3- Advantages of the proposed algorithm. 149

    5-4- Suggestions to improve the use of the proposed algorithm in prioritizing DSL service quality failure items 151

    5-5- Suggestions for organization managers. 151

    5-6- Suggestions for the application of research results. 152

    5-7- Suggestions for future research. 152

    5-8- Summary of the chapter and conclusion. 153

    Sources and sources 154

    Persian sources and sources. 155

    Latin sources and sources. 157

    Source:

    Persian sources and references

    Azer, Adel (1379).  Data envelopment analysis and hierarchical analysis process: a comparative study. Management Studies Quarterly, 27-28, 146-129.

    Asgharpour, Mohammad Javad (2012). Group decision making and game theory with an operations research approach. University of Tehran, Publishing and Printing Institute.

    Bazargan, Abbas (2008). An introduction to qualitative and mixed research methods: common approaches in behavioral sciences. Tehran: Didar. 166-169.

    Best, John (2001). Research methods in behavioral sciences. (Translated by Sharifi and Taleghani). Tehran: Rushd Publications.

    Jaafari, Nilofar and Montazer, Gholam Ali (2007). Using the fuzzy Delphi method to determine the country's tax policies. Economic Research Quarterly, 8, 114-91.

    Khorshidi, Abbas and Qureshi, Hamidreza (2009). A guide for compiling academic dissertations and theses (from theory to practice). Tehran: Yastroon.

    Dabiri, Gholamreza, Ghadiri Thani, Mehdi and Wadaye Khairi, Haider (2001). Analysis of potential failure states and their effects: concepts and implementation methods. Tehran: Quality Engineering Affairs, Sapco Education. 2-100.

    Delavar, Ali (1376). Theoretical and scientific foundations of research in humanities and social sciences. Tehran: Rushd Publications. 10.

    Rezaei, Kamran, Sidi, Majid and Nouri, Behrouz (2004). Analysis of error states and their effects. Tehran: Athena. 12-95.

    Rezainejad, Abdul Reza (1378). Research in total quality management. Tehran: Rasa Cultural Services Institute. 104.

    Rusta, Ahmed, Venus, Davar and Ebrahimi, Abdul Hamid (1383). Marketing management. Tehran: Side. 227.

    Zahedi, Shams al-Sadat and Bayniaz, Javad (1387). Measuring the quality of electronic services in Raja Passenger Trains Company. Information Technology Management Journal, 1(1), 65-82.

    Zanjirchi, Seyyed Mahmoud and Sayadi Turanlu, Hossein (2009). Finding complications and routing to improve the quality of university library services with the approach of failure analysis and its effects. Iranian Higher Education Association Quarterly, 2(4).

    Sajadi, Ali Akbar (1378). The role of customer satisfaction in business. Management, 22. 48-45.

    Sarmed, Zohra, Bazargan, Abbas and Hejazi, Elaha (2012). Research methods in behavioral sciences. Tehran: Aghaz. 79.

    Sekaran, Uma (2010). Research methods in management (translated by Saebi, Mohammad and Shirazi, Mahmoud). Tehran: Center for Public Administration Education. 123-24.

    Tahiri, Abulqasem (1376). Research method and etymology (management field). Tehran: Payam Noor. 93.

    Talou, Mehdi, Sohrabi, Babak and Nalchigar, Soroush (2008). Presenting a new method for prioritizing information system projects with a data envelopment analysis approach: a case study of the Ministry of Commerce, Basic Sciences (Islamic Azad University, Department of Research Sciences) (Mathematical Special Letter), 19(2/74), 1-18.

    Qasiri, Keyvan and Pishdad, Sara (2015).

Evaluation of service quality with the approach of failure analysis and its effects and fuzzy data coverage analysis (case study of Peshgaman Kavir Cooperative Company of Yazd)
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