Browsing by Author "Ergin, Kebire Nazlı"

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  • Internal Customer Satisfaction Improvement with QFD Technique 

    Authors:Camgöz-Akdaǧ, Hatice; İmer, Havva Pınar; Ergin, Kebire Nazlı
    Publisher and Date:(Emerald Group Publishing Limited, 2016)
    Purpose - The purpose of this paper is to employ quality function deployment (QFD) method for translating internal customer needs and expectations into appropriate service specifications to perform existing process assessments in relation to quality characteristics for increasing internal customer satisfaction. Design/methodology/approach - The integration of SERVQUAL into QFD has been used to set the success factors to improve quality in the textile industry. One of the largest textile companies ...

  • Internal customer satısfaction improvement usıng QFD technique 

    Authors:Ergin, Kebire Nazlı
    Publisher and Date:(Kadir Has University, 2013)
    in this thesis Quality Function Deployment was assigned as a methodology for converting customer requirements and expectations into quality standarts. The paper suggests an approach which is integrating SERVQUAL into QFD to set the success factors to improve quality in the textile industry. A textile company within the city of istanbul in Turkey was selected as the sampling frame. A SERVQUAL-type of questionnaire was used and 32938 questionnaires were distributed both manually and online and 24551 ...