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Staff satisfaction analysis of ΕΛ.ΠΕ. through the method of qualitative comparative analysis with Fuzzy sets and the Kano model

Saridaki Areti

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Summary

The purpose of this graduation project is to find the necessary and capable conditions for the satisfaction of the employees / executives of the Hellenic company HEL.PE., using the Fuzzy - Set Qualitative Comparative Analysis (fsQCA) method. This method will be used to identify the relationship between ten (10) dimensions of employee / executives satisfaction with the services provided by the Hellenic Petroleum Company HEL.PE. and Total Satisfaction. The data to be used in the work comes from an earlier research designed in accordance with the principles of the MUSA multicriteria method (Christina Dede, 2014). The main aim is to identify the causal conditions (combinations of dimensions of satisfaction) that are capable of leading to high Overall Satisfaction. It will also seek to identify any conditions necessary for the presence of the results. The present study aims to identify consistent subgroup relationships between the ten dimensions of satisfaction (causal conditions), based on the responses to the individual criteria and the Total Satisfaction (end result). In order to exploit the qualitative data, a statistical analysis of the data was carried out using the SPSS statistical package in order to draw general conclusions about the preferences of the employees / managers and to study the distribution of responses to the dimensions of satisfaction. Subsequently, the layout type data of the results of the MUSA multivariate method were used to calculate the degrees of participation in the fuzzy sets. Through fsQCA with fsQCA software ver. 2.5. will seek to find combinations of causal conditions - paths of Complex, Intermediate and Parsimonious solutions that are capable of leading to the end result. The fsQCA is an appropriate method for determining asymmetric relationships. Finally, an extension-method of the Kano model was applied, according to which the quality characteristics are classified into three distinct levels: expected quality, desired quality and attractive quality. The purpose of applying this model is to gain knowledge about the requirements - expectations of employees / executives, to better provide services according to their needs. In the final results, the combinations of the satisfaction criteria that are capable of leading to a High Overall Satisfaction with the operation of the Greek Petroleum Company were identified.

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