Purpose – The purpose of this paper is to promote successful application of quality function deployment (QFD) combined with quantitative techniques in service organizations. Design/methodology/approach – The paper assesses advantages and disadvantages of implementing the QFD method in...

Purpose – The purpose of this paper is to promote the integration of quality function deployment (QFD) with quantitative methods in an attempt to enhance its effectiveness and resolve issues like the failure of prioritizing customer requirements and determining proper importance levels....

Purpose: The purpose of this paper is to provide an enhanced version of quality function deployment (QFD) that captures customers’ present and future preferences, accurately prioritizes product specifications and eventually translates them into desirable quality products. Under rapidly...

Purpose Recognizing the fundamental role of quality as a means to differentiate service organizations, the purpose of this paper is to propose a strategic decision making framework for service organizations, which prioritizes performance improvement strategies that are rooted to customer...

Purpose: The quality assessment of e-commerce services is of particular research interest, as it has been widely found that quality is directly linked to customer satisfaction and loyalty, which in turn leads to improved sales results, the creation of reputation and enhanced competitiveness for...

Purpose – The purpose of this paper is to propose a quality function deployment analytic hierarchy process (QFD‐AHP) framework to improve quality and competitive positioning within the financial services context. The applicability of the model is demonstrated through a case study....