Internal customer satisfaction improvement with QFD technique

2016 ◽  
Vol 22 (5) ◽  
pp. 957-968 ◽  
Author(s):  
Hatice Camgöz-Akdağ ◽  
H. Pınar İmer ◽  
K. Nazlı Ergin
Keyword(s):  
Customer Satisfaction ◽  
Textile Industry ◽  
Quality Function Deployment ◽  
Success Factors ◽  
Integrative Approach ◽  
Content Type ◽  
Internal Customer ◽  
Technical Requirements ◽  
Weight Score ◽  
Percent Improvement

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 32,938 questionnaires were distributed both manually and online, 24,551 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.

Innovation of SME service industry in Indonesia in improving customer satisfaction

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Lim Sanny ◽  
Verencia Angelina ◽  
Bernando Budi Christian
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quality Function Deployment ◽  
Service Industry ◽  
Air Conditioner ◽  
Sound System ◽  
Content Type ◽  
Strategic Option ◽  
Technical Requirements ◽  
Research Company

Purpose Small-medium enterprise (SME) service industry is an industry that continues to experience growth in developed and developing countries, including Indonesia. SME service industry that engaged in the service industry, namely, rental for generator set, air conditioner and sound system. In recent years, this SME has been experienced in declining in sales and getting some complaints from their customers. Many studies suggest that service quality and customer satisfaction are the key factors in the service industry. The purpose of this paper is to analyze the quality of service based on the customer’s perspective. Design/methodology/approach Data was collected using a combination of literature review, interview, brainstorming and questionnaires and analyzed by using importance-performance analysis (IPA) and quality function deployment (QFD) model. Findings This research resulted in nine technical requirements that allow the company to focus on these attributes to help the company enhance its customer satisfaction. Practical implications Based on the theory, applying service quality, IPA and also QFD will result in customer satisfaction. Practically the enhancement in customer satisfaction is not as easy as expected. Nowadays, customers always expect more and more and it is impossible to fully captured customers’ needs and always satisfy customers. Nevertheless, for this research company can understand their customers better, companies can evaluate their performances based on the customers’ perspective and know their customers’ needs. The company also know their strengths and weaknesses to allocate the resources and maximize their potential. Last but not least, the company is able to know their strategic priority that needs to be done for their better performance in the future to fulfill their customers’ needs and hope to enhance their customer satisfaction Originality/value A lot of research about customer satisfaction but still limited especially in the service industry in Indonesia using a combination of IPA and QFD model. So this research will give benefit for SMEs in Indonesia to allocate their resources more effectively by looking at the results of the four quadrants of IPA and house of quality (HOQ) framework can be used for a company as the references for their priority strategic option. Yet, to keep improving, the company recommended reviewing HOQ periodically.

Role of internal service quality in enhancing patient centricity and internal customer satisfaction

2019 ◽  
Vol 13 (1) ◽  
pp. 2-20 ◽  
Author(s):  
Gyan Prakash ◽  
Shefali Srivastava
Keyword(s):  
Health Care ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Coordinated Care ◽  
Health Care Environment ◽  
Care Environment ◽  
Content Type ◽  
Patient Centred Care ◽  
Internal Customer ◽  
Organisational Support

Purpose The purpose of this paper is to identify the antecedents and outcomes of internal service quality (ISQ) in a health-care environment. The relationships among the heterogeneous health-care environment, coordinated care, perceived organisational support (POS), ISQ, internal customer satisfaction and patient-centred care were explored. Design/methodology/approach Based on a review of the literature, a structural model was developed. A 37-item questionnaire was circulated among service providers in the health-care system, including doctors, nurses and system staff, all over India. The random sampling method was adopted to collect data. A total of 238 valid responses were received. The data were analysed using structural equation modelling. Findings The results show that the heterogeneous environment, coordinated care and POS act as antecedents of ISQ, which drives internal customer satisfaction and patient centricity in health care. Research limitations/implications The paper contributes to the health-care literature by identifying the antecedents and consequences of ISQ and developing a structural relationship among ISQ, the heterogeneous health-care environment, coordinated care, POS, internal customer satisfaction and patient-centred care. Practical implications Hospital administrators may use various constructs of POS, ISQ and coordinated care to measure process and employee performance, which may aid the design of appropriate processes and improve employee selection. The constructs of patient centricity and internal customer satisfaction may be used as benchmarking tools to facilitate the formulation of immediate corrective actions and policies for future courses of action. Social implications This paper highlights how patient centricity may be achieved by focussing on ISQ, coordinated care processes and a facilitative internal environment. This understanding may aid the design of processes that in turn deliver health as a social good in an effective manner. Originality/value This paper extends past research on ISQ by showing that ISQ affects internal customer satisfaction and, in turn, the quality of service delivery in the system. In the health-care context, heterogeneity in patient needs, coordinated care and organisational support play crucial roles in determining ISQ, which in turn influences the level of patient-centred care.

Barriers for Lean implementation in the textile industry

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Galina Robertsone ◽  
Iveta Mezinska ◽  
Inga Lapina
Keyword(s):  
Textile Industry ◽  
Success Factors ◽  
Manufacturing Sector ◽  
Qualitative Content Analysis ◽  
Original Research ◽  
Implementation Barriers ◽  
Lean Implementation ◽  
Content Type ◽  
Non Profit ◽  
Specific Implementation

Purpose The fundamentals of Lean are applicable and can be used in any industry, even non-profit and government organizations, however, there might be certain limitations due to the nature and the specifics of the industry. This study aims to explore what barriers of Lean implementation textile manufacturers might encounter. The authors consider the problem is worth to be explored for the potential to improve the effectiveness of Lean implementation in textile sector companies. Design/methodology/approach This research was conducted by using qualitative content analysis with open coding of the selected literature followed by empirical research in a Latvian textile manufacturing company. Findings The presented literature review shows Lean implementation barriers and critical success factors in various industries. The findings from the case study can be divided into two groups. The first confirmed the barriers already identified in the previous research. The second identified industry specific implementation barriers that were not recognized in the related literature. Research limitations/implications The original research was limited in scope to one Latvian textile manufacturer, therefore future studies on the subject to confirm the outcome of the research are required. Originality/value There is a limited number of studies on the application of Lean in the textile and apparel industry. The literature on Lean implementation in the Latvian manufacturing sector is also limited. The results of this research may have a practical application for textile manufactures considering implementing Lean in their processes.

Rational and emotional factors of customer satisfaction and brand loyalty in a business-to-business setting

2017 ◽  
Vol 32 (1) ◽  
pp. 138-152 ◽  
Author(s):  
Marc Elsäßer ◽  
Bernd W. Wirtz
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Brand Loyalty ◽  
Success Factors ◽  
Brand Image ◽  
Complex Model ◽  
Content Type ◽  
Emotional Factors ◽  
Business Setting ◽  
Business To Business

Purpose Reaching customer satisfaction and brand loyalty in a business-to-business setting is still an area of rising interest to both researchers and practitioners. Compared to consumer branding, there is notably very little known about the success factors of industrial branding and how to convince buyers rationally and emotionally in business-to-business markets. Therefore, this paper aims to examine the success factors of branding in a business-to-business setting and analyze their performance impact on customer satisfaction and brand loyalty. Design/methodology/approach In total, 258 buyers of mechanical and plant engineering companies participated in an online survey. Data analysis was performed by using confirmatory factor analysis and structural equation modeling. Findings The results reveal that rational brand quality consists of the three dimensions, product quality, service quality and distribution quality, whereas consistent advertising style, brand image, country-of-manufacture image and salesperson’s personality are dimensions of emotional brand associations. All dimensions positively influence customer satisfaction and brand loyalty. Originality/value This study offers a certain value compared to the relevant literature mentioned in literature review. Compared to a large majority of the papers, the integration of rational and emotional factors in an integrative and complex model implies novelty. For example, Davis et al. (2008) and Baumgarth and Binckebanck (2011) focus on specific exogenous factors in their studies, namely, brand awareness and brand image, respectively, sales force impact combined with product quality and non-personal communication. In contrast, Van Riel, Pahud de Mortanges and Streukens (2005), Chen et al. (2011) and Chen and Su (2012) conceptualized a more complex model but did not separate rational and emotional factors. Jensen and Klastrup (2008) were the only authors who made this separation, but they did not include well-known emotional success factors such as brand image or country-of-manufacture image in their research model. Furthermore, an endogenous causal chain representing an observable consumer behavior is missing. This paper fills this gap.

Investigating the impact of ECRM success factors on business performance

2019 ◽  
Vol 31 (1) ◽  
pp. 105-127 ◽  
Author(s):  
Hani H. Al-Dmour ◽  
Raed Salah Algharabat ◽  
Rawan Khawaja ◽  
Rand H. Al-Dmour
Keyword(s):  
Customer Satisfaction ◽  
Commercial Banks ◽  
Business Performance ◽  
Information Quality ◽  
Success Factors ◽  
Customer Retention ◽  
System Support ◽  
Content Type ◽  
Customer Information ◽  
Customer Trust

Purpose The purpose of this paper is to develop an integrated framework to explore the influences of electronic customer relationship management (ECRM) success factors (process fit, customer information quality and system support) on customer satisfaction, customer trust and customer retention, which, in turn, impact upon the business financial performance of Jordanian commercial banks in Amman city. Design/methodology/approach Using a sample of 343 branch managers, assistant branch managers and heads of departments in Jordanian commercial banks, who answered a self-administrated questionnaire, data were collected and analysed using structural equation modelling (AMOS 17.0). Findings The results showed that the ECRM success factors (process fit, customer information quality and system support) positively affected customer satisfaction, customer trust and customer retention. Furthermore, the authors discovered that customer satisfaction and customer trust positively influenced customer retention. It was determined that customer satisfaction, customer trust and customer retention positively impact on a business’s financial performance. Originality/value Previous research lacks the link between ECRM success factors and business performance (financial and non-financial).

Developing a QFD model for prioritizing the CSFs of ERP based on the enablers of organizational agility

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ali Ahmadzadeh ◽  
Abbas Sheikh Aboumasoudi ◽  
Arash Shahin ◽  
Hadi Teimouri
Keyword(s):  
Organizational Structure ◽  
Quality Function Deployment ◽  
Success Factors ◽  
Banking Sector ◽  
Organizational Agility ◽  
Technology Infrastructure ◽  
Content Type ◽  
Enterprise Resources Planning ◽  
Critical Success ◽  
Top Managers

PurposeThe main purpose of this study is to develop a model for prioritizing the critical success factors (CSF) of enterprise resources planning (ERP) based on the enablers of organizational agility (OA).Design/methodology/approachFirst, the CSFs of ERP and the enablers of OA have been identified and classified using Decision-Making Trial and Evaluation Laboratory (DEMATEL), and then a three-phase quality function deployment (QFD) model has been designed to prioritize the influencing and influenced criteria. The proposed approach has been examined in the banking sector.FindingsMajor findings indicated that organizational structure, IT technology infrastructure, and commitment and support by top managers were selected as indicators with top priority.Research limitations/implicationsResearch variables were limited to the enablers of OA and the CSFs of ERP; analysis was time-consuming due to the interconnected multiple QFD phases, and findings were limited to the selected branches of a bank. The bank managers were suggested to enhance their commitment and support toward ERP. Also, it was recommended to the managers to evaluate their organizational structure and empower it as much as possible toward the fulfillment of customers' requirements and customers' expected agility.Originality/valueThe development of the QFD matrices and dividing the factors of each research variables into influencing and influenced factors distinguished this study from the literature.

scholarly journals ANALISIS PERBAIKAN KUALITAS PELAYANAN DALAM UPAYA MENINGKATKAN KEPUASAN PELANGGAN MENGGUNAKAN METODE QUALITY FUNCTION DEPLOYMENT (STUDI KASUS CAFE XYZ RAWALUMBU)

2020 ◽  
Vol 1 (2) ◽  
pp. 89-100
Author(s):  
Chusnul Chotimah ◽  
Alloysius Vendhi Prasmoro ◽  
Denny Siregar
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Fast Food ◽  
Quality Function Deployment ◽  
House Of Quality ◽  
Quality Function ◽  
Technical Requirements ◽  
The Matrix ◽  
Fast Food Restaurants ◽  
Voice Of Customer

ABSTRACT Culinary business in Bekasi is growing more and more, both cafes or other fast food restaurants. This encourages entrepreneurs, investors to do culinary business. One of the fast food culinary businesses is the XYZ cafe. This study discusses the analysis of service quality in XYZ cafe about voice of customers to increase customer satisfaction at XYZ cafe. The purpose of this study is to determine the priority scale to increase the customers satisfaction based on the voice of customer and know what technical requirements should be given by cafe XYZ to does what customers need . The method used is the QFD, using the matrix house of quality. The results of this study are 15 Voice OF customer attributes that have also been sorted by priority scale of improvement, with the first priority being the taste of delicious and fresh and there are 8 attributes of technical requirements. Keywords: Service Quality, Voice of Customer, customer satisfaction, Quality Function Deployment (QFD), House of Quality

scholarly journals The Application of Quality Function Deployment for the Development of Rubber Sheet Machine

2021 ◽  
Vol 58 (2) ◽  
pp. 4721-4728
Author(s):  
Phanuwat Wongsangnoi, Nalin Pianthong, Nattadon Pannucharoenwong
Keyword(s):  
Quality Function Deployment ◽  
Customer Demand ◽  
Relative Priority ◽  
Rubber Sheet ◽  
Technical Requirements ◽  
Flat Sheet ◽  
Weight Score ◽  
Technical Specifications ◽  
Sheet Extrusion ◽  
The Relationship

This research aims to find suitable ways to develop a rubber flat sheet extrusion machine. To meet the needs of customers by applying qualitative distribution techniques by exploring the needs of The sample farmers in the 4 provinces with a large amount of rubber flat sheet production in the Northeastern region are Sakon Nakhon Province, Nakhon Phanom Province, Mukdahan Province and Bueng Kan Province, which have two operating procedures, Part 1. Is to collect customer requests by interviewing Then group the customer demand factors with a link group chart to bring out the questionnaire and to find the weight score of the importance of each factor of the development of rubber sheet extrusion machine Part 2 is to build a quality house to find technical requirements. Relationship between technical specifications and the relationship between customer demand factors and technical requirements. By scoring the correlation and ranking the result was the time of extruding the rubber. The weight was 131.2, the relative priority (% Relative) 7.99, the thickness-thin adjustment was 118.5, the relative importance (% Relative) 7.22 and the size of the rubber sheet. The weight was 114.4 priority by comparison (% Relative) 6.98, respectively.  

Internal customer service assessment of cataloging, acquisitions, and library systems

2015 ◽  
Vol 31 (4) ◽  
pp. 219-248 ◽  
Author(s):  
Rebecca Mugridge ◽  
Nancy M. Poehlmann
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Assessment Tool ◽  
Survey Instrument ◽  
Original Research ◽  
Science Literature ◽  
Content Type ◽  
Process Improvements ◽  
Internal Customer ◽  
Technical Services

Purpose – The purpose of this paper is to demonstrate that an internal customer service survey approach to assessment delivers many benefits to technical services and library systems units. Findings from such a survey provide the evidence needed to implement process improvements, conduct strategic planning and more. The survey used in this case study can be adapted by other libraries or library units to conduct assessment, gauge customer satisfaction and identify areas for process improvements. Design/methodology/approach – The Technical Services and Library Systems Division of the University at Albany Libraries conducted an internal customer service survey to gauge customer satisfaction with its services. Findings – Survey results demonstrated that customer surveys are a valuable assessment tool and can be used as an evidence-based approach to library management. Technical services and library systems units should use this tool to identify whether customers are satisfied with the services provided, whether the services are still needed, whether additional services are needed and more. Practical implications – This paper provides an approach to conducting a customer service survey, an analysis of potential benefits and a survey instrument that others could adapt to use in their own libraries. The survey instrument can be used not only for assessment of technical services and library systems, but by other functional units in all types of libraries. Originality/value – This paper and approach is original research; there are no other papers on this topic in the library and information science literature.

Tourism services quality (TourServQual) in Egypt

2006 ◽  
Vol 13 (4) ◽  
pp. 469-492 ◽  
Author(s):  
Mohammed I. Eraqi
Keyword(s):  
Quality Management ◽  
Customer Satisfaction ◽  
Services Quality ◽  
Research Paper ◽  
Business Environment ◽  
Total Quality ◽  
Content Type ◽  
Internal Customer ◽  
External Customer ◽  
Tourism Services

PurposeThis research paper aims is to evaluate the customer's views related to tourism quality in Egypt. It attempts to measure the extent to which tourism business environment is creative and innovative as necessary conditions for internal customer satisfaction.Design/methodology/approachThe objectives of this research have been achieved through reviewing a number of literatures in the fields of services quality management and tourism quality measurements. The paper's outcomes have been obtained through two surveys, one to measure the satisfaction of the internal customer (employees) and the second to measure the external customer satisfaction (tourists).FindingsThe main conclusions of this research paper are: quality can be considered as a philosophy for guiding tourism organization/destination when taking decisions related to tourism services; tourism business environment in Egypt does not support the internal customer satisfaction because the absence of a suitable system for encouraging people to be creative and innovative; and in the area of the external customer satisfaction there is still a need for things to be done such as the environmental conditions improvements, internal transport quality enhancement, increasing people awareness, and improving the level of safety and security conditions.Research limitations/implicationsThere is a number of limitations which faced this paper research they are: the sample size is small, compared with the size of total population, that was reflected on the level of reliability of the research results; and the limited time allowed to the respondents was reflected on the validity of the research outcomes, because they interviewed at the last time of their journey by the time they are ready for departure.Practical implicationsA useful source of information about total quality management (TQM) and how practitioners can measure it. It provides wide guidelines for improving the quality of tourism services in total manner in Egypt.Originality/valueThis paper provides useful information that are needed for tourism services quality improvement. It offers a practical help to tourism planners and marketers in Egypt to understand the concept of TQM and how they can improve their services continually.

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