Ranking electronic customer complaints by FMEA and TOPSIS with a case study in Isfahan Province Gas Company

Arash Shahin, Zahra Khodadady and Hadi Shirouyehzad

International Journal of Process Management and Benchmarking, 2015, vol. 5, issue 1, 19-36

Abstract: The purpose of this study is to propose an integrative approach of failure modes and effects analysis (FMEA) and technique for order preference by similarity to ideal solution (TOPSIS) for prioritising electronic customer complaints. The proposed approach includes six steps and has been examined in Isfahan Province Gas Company. Findings imply that lack of metre reading and lack of issuance and delay in sending bill are the highest ranked complaints. Speed in metre reading and issuance and sending subscribers' bills are effective in satisfaction of subscribers and also in preventing further failures like calculating gas price of next periods.

Keywords: failure mode and effects analysis; FMEA; customer complaints; complaint management; CCM; TOPSIS; Iran; Isfahan Province Gas Company; customer satisfaction. (search for similar items in EconPapers)
Date: 2015
References: Add references at CitEc
Citations:

Downloads: (external link)
http://www.inderscience.com/link.php?id=66027 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ids:ijpmbe:v:5:y:2015:i:1:p:19-36

Access Statistics for this article

More articles in International Journal of Process Management and Benchmarking from Inderscience Enterprises Ltd
Bibliographic data for series maintained by Sarah Parker ().