Integrating customer experience quality and QFD for im- proving quality of wifi broadband service experience in telecommunication company

Indaka Pradnya Rityatama and Udisubakti Ciptomulyono
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Indaka Pradnya Rityatama: Department of Technology Management, Sepuluh Nopember Institute of Technology, Surabaya, Indonesia
Udisubakti Ciptomulyono: Faculty of Business and Technology Management, Sepuluh Nopember Institute of Technology, Surabaya, Indonesia

Journal of Advances in Technology and Engineering Research, 2018, vol. 4, issue 3, 130-142

Abstract: Nowadays, contemporary consumers look for engaging, robust, compelling, and memorable experience services, so that competent service is not enough, services need to provide good customer experience as a competitive ad- vantage. In this research, quality of service experience will be improved based on Customer Experience Quality model integrated with Quality Function Deployment (QFD) method. This research will be conducted on telecom- munication company in South Surabaya, Indonesia, which is the number of Wifi Broadband Services users has de- creased. Customer perceptions and importances of each Customer Experience Quality attributes in every customer touch points will be processed to identify which attributes are prioritized for improvement with the Important- Performance Analysis method. Then those priority attributes further processed using QFD to design the improve- ments and the technical recommendations. By improving quality of service based on Customer Experience Quality, it is expected increasing services in providing good experience for customer. Framework integration of Customer Experience Quality (EXQ) model and Importance-Performance Analysis into QFD will be developed in this study.

Keywords: Customer experience quality; Service Experience quality; Quality function deployment; Importance-performance; Wifi broadband services (search for similar items in EconPapers)
Date: 2018
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Persistent link: https://EconPapers.repec.org/RePEc:apb:jaterr:2018:p:130-142

DOI: 10.20474/jater-4.3.4

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