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  • 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 ...