An investigation into the application of QFD in e-commerce

Alec Waterworth and Steve Eldridge

International Journal of Productivity and Quality Management, 2010, vol. 5, issue 3, 231-251

Abstract: As the nature of business has changed over the last 50 years, with a shift away from manufacturing towards service sector industries, quality management has changed with it. Traditional quality management tools, such as quality function deployment (QFD), which were originally developed within manufacturing, have since become popular in assessing quality in the delivery of a service. Although recent research has highlighted the difference between physical service delivery and service delivery in e-commerce (Parasuraman et al., 2005; Barnes and Vigden, 2002, 2005), there is little documented evidence of these techniques being applied to e-commerce. This study has developed this research further, ultimately demonstrating how organisations can adapt traditional quality management tools to measure quality and guide improvement efforts in an e-commerce environment.

Keywords: quality function deployment; QFD; e-commerce; electronic commerce; e-quality; electronic quality; e-services; electronic services; customer satisfaction; eQual; house of quality; manufacturing industry; service industry; service delivery; improvement; productivity; quality management. (search for similar items in EconPapers)
Date: 2010
References: Add references at CitEc
Citations: View citations in EconPapers (1)

Downloads: (external link)
http://www.inderscience.com/link.php?id=32067 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ids:ijpqma:v:5:y:2010:i:3:p:231-251

Access Statistics for this article

More articles in International Journal of Productivity and Quality Management from Inderscience Enterprises Ltd
Bibliographic data for series maintained by Sarah Parker ().