Title: Robust customer satisfaction model using QFD

Authors: Nikhil Chandra Shil, M. Ameer Ali, Nafize Rabbani Paiker

Addresses: Department of Business Administration, East West University, 43 Mohakhali, Dhaka-1212, Bangladesh. ' Department of Electronics and Communication Engineering, East West University, 43 Mohakhali, Dhaka-1212, Bangladesh. ' Department of Computer Science and Engineering, Prime University, 2A/1, Darus Salam Road, Section-1, Mirpur, Dhaka, Bangladesh

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.

Keywords: quality function deployment; QFD; customer satisfaction; voice of customer; VoC; house of quality; HoQ; robust modelling; quality of service; QoS.

DOI: 10.1504/IJPQM.2010.033887

International Journal of Productivity and Quality Management, 2010 Vol.6 No.1, pp.112 - 136

Published online: 03 Jul 2010 *

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