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 (Journal Indexed in SSCI) identifier identifier

  • Publication Type: Article / Article
  • Volume: 22 Issue: 5
  • Publication Date: 2016
  • Doi Number: 10.1108/bpmj-01-2016-0022
  • Title of Journal : BUSINESS PROCESS MANAGEMENT JOURNAL
  • 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

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.