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

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.