In this paper we introduced a new model, called Service Quality (SQ), which combines QFD and SERVQUAL methods. This … model takes from the SERVQUAL method the five dimensions of requirements and three of characteristics and from the QFD … customers’ requirements accomplishment level by the quality characteristics. In order to prove the viability of the SQ model …

second part incorporates the Quality Function Deployment (QFD) framework which is able to translate the customers’ voice … incorporation of SERVQUAL-Kano’s model in the QFD rated the importance of the WHATs, identifying the gaps which function as …The purpose of the current research is to develop a strategic service quality focused framework in a Greek Academic …