Internal customer satisfaction improvement with QFD technique

Camgoz-Akdag H., Imer H. P., Ergin K. N.

BUSINESS PROCESS MANAGEMENT JOURNAL, vol.22, no.5, pp.957-968, 2016 (SSCI) identifier identifier

  • Publication Type: Article / Article
  • Volume: 22 Issue: 5
  • Publication Date: 2016
  • Doi Number: 10.1108/bpmj-01-2016-0022
  • Journal Name: BUSINESS PROCESS MANAGEMENT JOURNAL
  • Journal Indexes: Social Sciences Citation Index (SSCI), Scopus
  • Page Numbers: pp.957-968
  • Keywords: SERVQUAL, Turkey, QFD, Internal customer, Quality, QUALITY FUNCTION DEPLOYMENT, JOB-SATISFACTION, SERVICE QUALITY, ORGANIZATIONAL COMMITMENT, PRODUCT DEVELOPMENT, SERVQUAL SCALE, MODEL, MANAGEMENT, TURNOVER, IMPACT
  • Istanbul Technical University Affiliated: Yes

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.