İktisadi ve İdari Bilimler Fakültesi / Faculty of Economics and Administrative Sciences

Permanent URI for this collectionhttps://hdl.handle.net/11727/1399

Browse

Filters

2017 - 20182

Settings

Author: search.filters.author.Kurtulmusoglu, Feride BaharSubject: search.filters.subject.QFD

Search Results

Now showing 1 - 2 of 2
  • No Thumbnail Available
    Item
    Combined Analysis of Service Expectations and Perceptions in Lodging Industry Through Quality Function Deployment
    (2017) Kurtulmusoglu, Feride Bahar; Pakdil, Fatma
    This study is the first empirical attempt of how quality function deployment (QFD) can be employed as a service quality design and improvement tool in the lodging industry. It combines two complementary perspectives of managers and customers regarding improving service quality in the lodging industry. This study empirically depicts a case where QFD was employed to design service delivery processes in the lodging industry, taking both customer demands and service provider expert knowledge and opinions. First, the dimensions concerning customer needs and expectations are tangibles, food, the adequate features of rooms and housekeeping, communication and accessibility, assurance and responsiveness, reliability, well-cared spaces, and equipment. Even though QFD has been used in the manufacturing industry, it has rarely been utilised in service design processes in the lodging industry. In this regard, this study has the potential to fill a perceived gap in the literature concerning methods to improve service quality through effective service design function using QFD in this industry.
  • No Thumbnail Available
    Item
    Quality Improvement Initiatives Based on Customer and Service Provider Perspectives in Shopping Malls
    (2018) Pakdil, Fatma; Kurtulmusoglu, Feride Bahar
    Purpose The purpose of this study is to optimize and improve service delivery configurations by integrating both customers' and service providers' perspectives into service delivery design processes using quality function deployment (QFD) methodology at shopping malls. Design/methodology/approach QFD is used to determine and close the gap between the most important customer needs and expectations and the opinions of service providers using a unique platform. Findings On customer side, the highest relative weight was given to prompt response to customer concerns, not being crowded and loud, providing services for disabled customers and security of mall customer expectations. On engineering side, employees' attributes, the size of parking area, reliable service, the time to find a product, the size of mall, disabled friendly infrastructure and the number of elevators and escalators were determined to be the most important technical requirements. Originality/value Integrating the voice of customer into the voice of engineering, this study is the first attempt to describe how QFD methodology could be used to holistically optimize service delivery configurations in the mall industry. Unlike conventional QFD that ignores the cost perspective, this study has implications for operations managers with regard to solving resource allocation problems.