Title: From customers requirements to customers satisfaction – quality function deployment in service sector

Authors: J.R. Sharma, A.M. Rawani

Addresses: Institute of Management Technology (IMT), 35 KM Milestone, Katol Road, Nagpur (MS), India. ' Department of Mechanical Engineering, National Institute of Technology (NIT), Opp. Govt. Science College, Engineering College Road, Raipur (CG), India

Abstract: This paper introduces a methodology and procedure for the development of products and services. It provides an overview of quality function deployment (QFD) as a tool to determine priorities for enhancing service provision to a more satisfied customer or client needs and requirements. The paper intends to present a detailed treatment of QFD for credit card services. A general model for service quality has been discussed and the factors that influence customers| perception have been addressed. The framework of the general model can be applied to construct the individual QFD matrix for different service functions. This not only helps the design team in better utilisation of the organisational resources but also aids in prioritising the design parameters on the basis of their contributed benefit to the customers.

Keywords: customer requirements; customer satisfaction; credit cards; importance ratings; satisfaction ratings; quality function deployment; QFD; design parameters; customer benefits; productivity; TQM; total quality management; service sector.

DOI: 10.1504/IJPQM.2010.032959

International Journal of Productivity and Quality Management, 2010 Vol.5 No.4, pp.428 - 439

Published online: 05 May 2010 *

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