BUSINESS PROCESS MANAGEMENT JOURNAL, vol.22, no.5, pp.957-968, 2016 (Journal Indexed in SSCI)
Article / Article
Title of Journal :
BUSINESS PROCESS MANAGEMENT JOURNAL
SERVQUAL, Turkey, QFD, Internal customer, Quality, QUALITY FUNCTION DEPLOYMENT, JOB-SATISFACTION, SERVICE QUALITY, ORGANIZATIONAL COMMITMENT, PRODUCT DEVELOPMENT, SERVQUAL SCALE, MODEL, MANAGEMENT, TURNOVER, IMPACT
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.