Title: Application of quality methodologies to the development of a website

Authors: Carlos Malarranha, Rogerio Puga-Leal, Zulema Lopes Pereira

Addresses: Faculty of Science and Technology, Department of Mechanical and Industrial Engineering, UNIDEMI – R&D Unit in Mechanical and Industrial Engineering, New University of Lisbon, Monte de Caparica, Portugal. ' Faculty of Science and Technology, Department of Mechanical and Industrial Engineering, UNIDEMI – R&D Unit in Mechanical and Industrial Engineering, New University of Lisbon, Monte de Caparica, Portugal. ' Faculty of Science and Technology, Department of Mechanical and Industrial Engineering, UNIDEMI – R&D Unit in Mechanical and Industrial Engineering, New University of Lisbon, Monte de Caparica, Portugal

Abstract: Nowadays, service delivery is strongly linked to the use of new technologies and of the internet channel. However, there are also countless websites misconceived and without any concern about customers| expectations. The companies should identify which requirements are really important for customers and conceive the service provided by the websites according to the |voice of the customer|. In this piece of research, a methodology based on several Quality tools, namely the Kano|s questionnaire and the HOQ, is proposed to develop websites based on customers| needs and expectations. An empirical study was developed within the framework of online travel agencies. The study was based on a combined sample of real customers of online travel agencies with individuals participating in advanced courses of web design.

Keywords: quality tools; websites; Kano analysis; QFD; customer expectations; online travel agencies; web design; website quality; quality function deployment; internet; house of quality; customer needs.

DOI: 10.1504/IJIEM.2008.020104

International Journal of Internet and Enterprise Management, 2008 Vol.5 No.4, pp.313 - 332

Published online: 26 Aug 2008 *

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