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Internal Customer Satisfaction Improvement with QFD Technique

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Internal Customer Satisfaction Improvement with QFD Technique.pdf (345.8Kb)
Date
2016
Author
Camgöz-Akdaǧ, Hatice
İmer, Havva Pınar
Ergin, Kebire Nazlı
Abstract
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 in Turkey provided the sample. A SERVQUAL-type of questionnaire was used and a total of 32938 questionnaires were distributed both manually and online 24551 usable were received comprising a response rate of 77.31 percent. Findings - Findings of the QFD application suggest internal customer focus as having the highest weight score of almost 12 percent improvement. In addition improvements in technical requirements of politeness and process communication have a 9 percent impact each on internal customer satisfaction criteria. Research limitations/implications - QFD technique is able to provide companies with a better understanding of internal customer expectations and translate these into appropriate service specifications and perform existing process assessment. Originality/value - This paper is a first attempt that applies this integrative approach to a different type of industry thus offering practical and applied information for professionals engaged in academia and as practitioners.

Source

Business Process Management Journal

Issue

5

Volume

22

Pages

957-968

URI

https://hdl.handle.net/20.500.12469/534
https://doi.org/10.1108/BPMJ-01-2016-0022

Collections

  • Araştırma Çıktıları / Scopus [1565]
  • Araştırma Çıktıları / WOS [1518]
  • Hukuk Fakültesi / Faculty of Law [94]
  • İşletme / Business Administration [81]

Keywords

Servqual
Turkey
QFD
Internal Customer
Quality

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DSpace software copyright © 2002-2015  DuraSpace
Contact Us | Send Feedback
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