Identifying and Prioritizing Effective Factors for Increasing Satisfaction of Mass Building Projects Using Integrated FAHP, FTOPSIS, and QFD Methods

Managers and experts today realize that maintaining customer satisfaction is impossible without addressing customers’ needs and turning them into necessities. In this type of research, three methods are employed, including quality function deployment, hierarchical analysis, and TOPSIS technique for order preference by similarity to the ideal solution with the fuzzy logic approach at each stage. In this paper, a fuzzy-multi-criterion decision making approach is conceived to develop an identifying and prioritizing process. In the proposed methodology, distance-based optimization methodology that is, TOPSIS integrated with fuzzy system, identifies the features of general selection criteria. Since criteria are mostly based on the subjective judgment of ‘technical requirement’ and ‘customer requirement’, AHP and QFD (quality function deployment) methodology have been integrated into AHP–QFD methodology. Mehr housing mass building companies in Tehran Province are the population of this study, which belongs to the applied research category and has been conducted by the descriptive-survey method. Based on the results, the most crucial demands from the Mehr housing company are reasonable prices, constructor commitment to on-time rendering, and earthquake safety, respectively. Hence, mass construction companies should pay particular attention to these aspects. In this regard, 15 technical necessities have been investigated. Results indicate that the old established contractor company, the proximity of the city to the new settlement, and the consideration of the construction engineering organization are the most crucial. Because necessities cannot be ranked exclusively based on the results of the house quality, two other criteria of cost and applicability were also taken into account, and necessities were once again ranked. Therefore, the most crucial necessities are the cooperative nature of the company, the old established contractor company, and the cultural stratification of the complex.