Approach to Predict Product Quality Considering Current Customers' Expectations

• Autorzy: Dominika Siwiec , Andrzej Pacana , Lucia Bednárová
• Języki publikacji: EN

Abstrakty

EN

Purpose: The purpose was to develop an approach to predict product quality considering current customers' expectations. Design/methodology/approach: The approach includes integrated techniques, i.e.: SMART(-ER) method, a questionnaire with the Likert scale, brainstorming (B&M), WSM method, and Naïve Bayes Classifier. This approach refers to obtaining customers' expectations for satisfaction from the current quality of products and the importance of these criteria. Based on the satisfaction of customers, the quality of the product was estimated and classified. Then, the quality of the product was predicted for current customers. Findings: It was shown that it is possible to predict product quality based on current customer expectations, and so based on the current existing product. Research limitations/implications: The proposed approach does not include the possibilities of determining the expected quality of the product. The approach focuses on predicting customers' satisfaction with the current quality of the product. Therefore, if there is a need for improvement actions, further analyzes should be carried out to determine which criteria should be modified and how. Practical implications: The presented approach can be used for any product. Therefore, it is a useful tool for any kind of organization, which strives to meet customer satisfaction. Despite the possibility to predict the quality of the product, the proposed approach can indicate at an early stage to the organization that it is necessary to make improvement actions. Social implications: It is possible to reduce the waste of resources by predicting that improvement actions are necessary. Moreover, the approach supports an entity (e.g., expert, enterprise, interested parties) in predicting current customers' satisfaction. Originality/value: Originality is predicting product quality based on current customers' expectations. A new combination of quality management techniques, decision support, and machine learning was implemented.(original abstract)

Słowa kluczowe

EN

Product quality; Customer expectations; Quality

PL

Jakość produktu; Oczekiwania klientów; Jakość

• Czasopismo: Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska
• Rocznik: 2022
• Numer: z. 155 Contemporary Management
• Strony: 461--472

Twórcy

autor

Dominika Siwiec

• Rzeszow University of Technology, Poland

autor

Andrzej Pacana

• Rzeszow University of Technology, Poland

autor

Lucia Bednárová

• Technical University of Technology, Košice

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Identyfikatory

DOI

10.29119/1641-3466.2022.155.29