2018
DOI: 10.1108/ijqss-09-2016-0067
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Quality improvement initiatives based on customer and service provider perspectives in shopping malls

Abstract: 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 … Show more

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Cited by 4 publications
(3 citation statements)
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“…Every dimension has also its validity evaluated by each respondent. The performance quality of customer service process has been based on collected data [8]. In business practice there may be three situations [9]:…”
Section: Methodsmentioning
confidence: 99%
“…Every dimension has also its validity evaluated by each respondent. The performance quality of customer service process has been based on collected data [8]. In business practice there may be three situations [9]:…”
Section: Methodsmentioning
confidence: 99%
“…Although Six Sigma initiatives extensively emerged in the manufacturing industry, the service industry developed a significant interest in Six Sigma over the past decades (Pyzdek and Keller, 2018). Because the service industry has had a substantial proportion of the economy in developed countries, service organizations adopt quality improvement Six sigma project strategies to generate a competitive advantage based on improved service quality in the highly competitive marketplaces (Pakdil and Kurtulmus o glu, 2018). At the macroeconomic level, the healthcare industry has accounted for a relatively high proportion of developed countries' gross domestic products (GDP) in the past six decades, with the USA at the highest level of healthcare-related spendings in the world (c.f.…”
Section: Literature Review 21 Six Sigma In Health Carementioning
confidence: 99%
“…Market research and customer engagement are essential for OL to identify customers’ needs and translate them into appropriate organisational requirements in a timely fashion to satisfy them (Pakdil and Kurtulmusoglu, 2017; Njeru and Omondi, 2016; Mosadeghrad, 2015). Social media as a recently used digital marketing tool was suggested as one of the most efficient and interactive norms of capturing the ever-demanding voice of customer (VOC) and global market research for technology and innovation-oriented OL now and in the future (Lilja et al , 2017; Chan et al , 2016; Evans, 2013).…”
Section: Total Quality Management (Tqm) Model Approachesmentioning
confidence: 99%