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Satisfaction analysis using the method of qualitative comparative analysis with fuzzy-sets and the Kano model in a high tech company

Papadakis Emmanouil

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Summary

The aim of this dissertation is to find the necessary and capable conditions for the satisfaction of INTRACOM employees, using the vague sets and the fuzzy-set Qualitative Comparative Analysis (fs / QCA) method.FsQCA will be used in 8 criteria to detect satisfaction relationships. Also, the multi-criteria method MUSA (MUlticriteria Satisfaction Analysis) is applied, which is necessary in the process of assessing the importance of the criteria, to determine the logic around the Kano dual importance diagrams.The paper is divided into two parts, the theoretical part of the research (Chapters 1-6) and the experimental part (Chapters 7-9).Chapter 1 includes a general introduction to social research, the identity of the present research and the analysis of its criteria and subcriteria.Chapter 2 deals with the Qualitative Comparative Analysis (QCA) method, how it approaches the data and the process it follows.Chapter 3 deals with the Theory of Fuzzy Sets, which play an important role in the application of the method used in this analysis. We talk about the categories, characteristics and basic operations of the fuzzy sets, as well as the various participation functions that apply to them.Chapter 4 refers to the technique of Qualitative Comparative Analysis using Fuzzy Sets (fs / QCA), on which the research of this dissertation is based, its differences with other techniques of Qualitative Comparative Analysis, the procedures it includes and the procedure which follows, as well as a presentation of the software (fs / QCA 2.5) through which the technique is applied (Appendix A ').Chapter 5 provides a brief overview of the MUSA Multicriteria Method, explaining its basic principles and steps for finding the relevant weights.Chapter 6 contains information on the Kano method, such as its origins and the five broad classifications of its qualitative elements.In the 7th Chapter begins the practical part of the work, where the whole process of the fs / QCA technique is applied and analyzed for the study of the relations of the criteria with the Total Satisfaction and the finding of the Complex, Intermediates and Sparing solutions. (Parsimonious).In the 8th Chapter the MUSA method is applied where the relevant Weights are displayed for each criterion that is necessary for the 9th Chapter, in which the diagram of double importance is presented

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