Internal customer satisfaction improvement with QFD technique

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

BUSINESS PROCESS MANAGEMENT JOURNAL, cilt.22, sa.5, ss.957-968, 2016 (SSCI) identifier identifier

  • Yayın Türü: Makale / Tam Makale
  • Cilt numarası: 22 Sayı: 5
  • Basım Tarihi: 2016
  • Doi Numarası: 10.1108/bpmj-01-2016-0022
  • Dergi Adı: BUSINESS PROCESS MANAGEMENT JOURNAL
  • Derginin Tarandığı İndeksler: Social Sciences Citation Index (SSCI), Scopus
  • Sayfa Sayıları: ss.957-968
  • Anahtar Kelimeler: SERVQUAL, Turkey, QFD, Internal customer, Quality, QUALITY FUNCTION DEPLOYMENT, JOB-SATISFACTION, SERVICE QUALITY, ORGANIZATIONAL COMMITMENT, PRODUCT DEVELOPMENT, SERVQUAL SCALE, MODEL, MANAGEMENT, TURNOVER, IMPACT
  • İstanbul Teknik Üniversitesi Adresli: Evet

Özet

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.