Statistical process control application on service quality using SERVQUAL and QFD with a case study in trains' services
Hadi Akbarzade Khorshidi (School of Applied Sciences and Engineering, Faculty of Science, Monash University, Clayton, Australia), Sanaz Nikfalazar (Faculty of Information Technology, Monash University, Clayton, Australia) and Indra Gunawan (School of Engineering and Information Technology, Federation University Australia, Churchill, Australia)
| Year of publication: |
2016
|
|---|---|
| Authors: | Khorshidi, Hadi Akbarzade ; Nikfalazar, Sanaz ; Gunawan, Indra |
| Published in: |
The TQM journal : the international review of organizational improvement. - Bingley : Emerald Group Publishing Limited, ISSN 1754-2731, ZDB-ID 2409387-7. - Vol. 28.2016, 2, p. 195-215
|
| Subject: | Service quality | Quality function deployment | Statistical process control | Qualitätsmanagement | Quality management | Dienstleistungsqualität | Statistische Qualitätskontrolle | Statistical quality control | Statistische Methode | Statistical method | Kundenzufriedenheit | Customer satisfaction |