A Quality Function Deployment Based Approach in Service Quality Analysis to Improve Customer Satisfaction

In metropolitan development management, quality of public services is influential in every public sector to satisfaction of citizens on quality of services. Nowadays, satisfaction are with such important matters that should be considered in the planning, implementation, management and maintenance of many public services such as subway, transportation, traffics, parks, markets and so on. The purpose of this study, using quality function deployment (QFD) methodology and mathematical optimization is improving the quality of services in Tehranʹs municipality to deliver services from. QFD methodology acts as a technical translator of citizens’ requirements to engineering characteristics. Consequently, this method used to reduce the gap between municipal managers and citizens. In the present research, we apply QFD and linear programing to improve leaflet of serviceʹs tariff, urban and civil laws based on collecting data from citizens’ requirements and expertʹs opinions. Finally, the priority ranking indicators based on citizen preferences weights were obtained mathematically. The results show that QFD is a very effective tool that enables municipal managers to identify demands of the citizens and to perform engineering and technical requirements.