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dc.contributor.authorCamgöz-Akdaǧ, Hatice
dc.contributor.authorİmer, Havva Pınar
dc.contributor.authorErgin, Kebire Nazlı
dc.date.accessioned2019-06-27T08:02:02Z
dc.date.available2019-06-27T08:02:02Z
dc.date.issued2016
dc.identifier.issn1463-7154
dc.identifier.issn1758-4116
dc.identifier.urihttps://hdl.handle.net/20.500.12469/534
dc.identifier.urihttps://doi.org/10.1108/BPMJ-01-2016-0022
dc.description.abstractPurpose - 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.
dc.language.isoEnglish
dc.publisherEmerald Group Publishing Limited
dc.subjectServqual
dc.subjectTurkey
dc.subjectQFD
dc.subjectInternal Customer
dc.subjectQuality
dc.titleInternal Customer Satisfaction Improvement with QFD Technique
dc.typeArticle
dc.identifier.startpage957
dc.identifier.endpage968
dc.relation.journalBusiness Process Management Journal
dc.identifier.issue5
dc.identifier.volume22
dc.identifier.wosWOS:000382545300005
dc.identifier.doi10.1108/BPMJ-01-2016-0022
dc.contributor.khasauthorİmer, Havva Pınar
dc.contributor.khasauthorErgin, Kebire Nazlı


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