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

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

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2014 - 20206

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Author: search.filters.author.Pakdil, Fatma

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    Implementing Lean Principles in the Healthcare Industry: A Theoretical and Practical Overview
    (2020) Pakdil, Fatma; Harwood, Timothy N.; Isin, Feride Bahar
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    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.
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    Quality Improvement Strategies of Highway Bus Service Based On A Fuzzy Quality Function Deployment Approach
    (2016) Kurtulmusoglu, Feride Bahar; Pakdil, Fatma; Atalay, Kumru Didem; A-7058-2017
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    Using Quality Function Deployment for Environmentally Sustainable Hotels: A Combined Analysis of Customer and Manager Point of View
    (2017) Pakdil, Fatma; Kurtulmusoglu, Feride Bahar
    This paper aims to integrate customers' and managers' environmental priorities into service delivery design processes. The main research question in this study is to determine the most significant environmental priorities of customers and managers at hotels. To achieve this aim, Quality Function Deployment is implemented as a tool, combining customer expectations and environmental strategies in service design activities. Customers and managers collectively focus to increase environmental sustainability in hotels in several areas such as the presence of the hotel not causing any harm to the environment, the compliance of hotel with surrounding nature, the presence of automatic electricity control, and the effective use of energy and water lavatories containing automatic water saving systems. The primary design characteristics that meet customer expectations and improve environmental sustainability at hotels are the economic use of electricity, water saving systems, use of natural materials, and adequacy of systems not harming environment and human. (C) 2017 Varna University of Management. All rights reserved
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    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.
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    Improving service quality in highway passenger transportation: a case study using quality function deployment
    (2014) Pakdil, Fatma; Kurtulmusoglu, Feride Bahar
    The highly competitive market conditions in the passenger transportation industry pressure service provider firms to adopt an attitude of customer-oriented service quality. Even though the service quality of passenger transportation has been a concern in the literature, how the service quality of highway passenger transportation systems could be improved using a systematic approach has not been investigated. Using Quality Function Deployment (QFD), this is the first attempt to improve the quality of highway passenger transportation services. The analysis reveals that the passengers' most important expectations are employees' empathetic approach toward customers, technical specifications of buses, error-free services, and competent employees. Additionally, the most important technical requirements are employee-oriented technical requirements, technical specifications of buses, and error-free services in highway passenger transportation.