BUSINESS PROCESS MANAGEMENT JOURNAL, vol.22, no.5, pp.957-968, 2016 (SSCI)
Article / Article
BUSINESS PROCESS MANAGEMENT JOURNAL
Social Sciences Citation Index (SSCI), Scopus
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:
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.