Robust customer satisfaction model using QFD
by Nikhil Chandra Shil, M. Ameer Ali, Nafize Rabbani Paiker
International Journal of Productivity and Quality Management (IJPQM), Vol. 6, No. 1, 2010

Abstract: Customer satisfaction is of paramount importance in research due to rapidly increasing the customer demands and the usage of internet and the computerised models. Even though the quality of service (QoS) to a customer is highly demanding, there exist few models in the literature that ensures QoS. To guarantee the satisfactory QoS to the customers, this paper presents a model namely robust customer satisfaction model (RCSM) using QFD considering customer requirements, technical factors, and their interrelationship. A questionnaire survey based on Likert 5-point scale is administered and used for the development of RCSM. The results clearly prove the satisfactory performance of the proposed RCSM, which is conformed by the service providers considered in this paper.

Online publication date: Sat, 03-Jul-2010

The full text of this article is only available to individual subscribers or to users at subscribing institutions.

 
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.

Pay per view:
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.

Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Productivity and Quality Management (IJPQM):
Login with your Inderscience username and password:

Username:        Password:          Forgotten your password?

Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.

If you still need assistance, please email subs@inderscience.com