تعیین میزان اهمیت الزامات فنی توسعۀ کارافزارهای گردشگری با استفاده از روش‌های گسترش عملکرد کیفیت و نقشۀ شناختی فازی

نوع مقاله : مقاله پژوهشی

نویسندگان

1 گروه مهندسی صنایع، دانشکدۀ فنی فومن، دانشگاه تهران، ایران

2 گروه مهندسی صنایع، دانشکدۀ فنی، دانشگاه تهران، ایران

10.22034/jtd.2020.241178.2093

چکیده

این پژوهش، با بررسی نیازهای مشتریان و الزامات فنی کارافزارهای گردشگری و در حقیقت با استفاده از رویکرد گسترش عملکرد کیفیت (QFD)، تلاش دارد الزامات فنی‌ای را شناسایی کند که نقش بیشتری در جلب رضایت کاربران این دست از کارافزارها دارند. به این منظور، با مرور ادبیات و مصاحبه و همچنین تهیۀ پرسش‌نامه‌هایی، الزامات فنی و نیازهای کاربران این حوزه شناسایی شده است. سپس، با روش نقشۀ شناختی فازی (FCM)، وزن این نیازها (به‌عنوان یکی از ورودی‌های روش QFD) مشخص و با ترسیم خانۀ کیفیت، هدف نهایی این پژوهش محقق شد که همان به‌دست‌آوردن وزن اهمیت الزامات فنی متناسب با نیازهای استخراج‌شده بود. این الزامات فنی عبارت‌اند از محیط شبکه، رابط کاربری، تجربۀ کاربری، امنیت، پایگاه داده، قالب‌بندی صفحات، ورودی صدا، ورودی دوربین، طراحی مدل‌ها، طراحی کنترل‌کننده، ابزار جست‌وجو، رابط برنامه‌نویسی ‌کار‌افزار (API)، رتبه‌بندی، سیستم نظردهی، بهینه‌‏سازی سایت برای موتورهای جست‌وجو (SEO)، نقش کاربران و محتوا که تمامی این اطلاعات به کمک تیم متخصص به‌دست آمده است. همان‌طور که نتیجۀ این بررسی نشان می‌دهد، در میان الزامات فنی، الزام فنی «محتوا» با درصد وزنی 1/8 بیشترین تأثیر را در جلب رضایت کاربران دارد. درواقع خروجی این بررسی راهنمایی برای ساخت یک کارافزار گردشگری با صرف کمترین هزینۀ ممکن است، به‌گونه‌ای که بیشترین میزان رضایت مشتریان را جلب کند.

کلیدواژه‌ها

عنوان مقاله [English]

Determining the Technical Requirements importance for Developing a Tourism Mobile App using the Quality Function Deployment and Fuzzy Cognitive Mapping Approach

نویسندگان [English]

  • Morteza Hemmati-Asiabaraki 1
  • Salman Nazari-Shirkouhi 1
  • Ali Bozorgi-Amiri 2
1 Department of Industrial Engineering, Fouman Faculty of Engineering, College of Engineering, University of Tehran, Iran.
2 School of Industrial Engineering, College of Engineering, University of Tehran, Tehran, Iran
چکیده [English]

This study attempts to identify the technical requirements that have more effect on meeting customer satisfaction by examining the customer requirements and Tourism Mobile Applications (TMAs) technical requirements and in fact using the Quality Function Deployment (QFD) approach. In this regard, users’ technical requirements are identified by using literature review and experts’ interviews, as well as preparing different kinds of questionnaires. Then, the weights of these needs (as one of the inputs of QFD) are determined using fuzzy cognitive mapping (FCM) and, by drawing the house of quality, the final goal of this research can be achieved, which is to obtain the weight of the importance of the technical requirements according to the extracted needs. . These technical requirements include network environment, user interface, user experience, security, database, page layout, voice input, camera input, models design, controller design, search tool, API, ranking, ranking, commenting system, SEO, user roles, and content.. The results show that, “Content” has the greatest impact on meeting users’ satisfaction, by 8.1% weight percentage. In fact, the output of this survey is a guide to service providers to develop a TMA at the lowest possible cost which can increase customer satisfaction.

کلیدواژه‌ها [English]

  • Tourism Mobile Apps
  • Quality Function deployment (QFD)
  • competitive advantages
  • Fuzzy Cognitive Mapping (FCM)

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