Research on Customer Satisfaction Based on Quality Function Deployment

Nannan Li () and Chunfang Guo ()
Additional contact information
Nannan Li: Beijing Jiaotong University
Chunfang Guo: Beijing Jiaotong University

A chapter in LISS 2013, 2015, pp 173-179 from Springer

Abstract: Abstract Quality Function Deployment, QFD, is a methodology to systematically convert the customers’ requirements into technical requirements with the House of Quality. Customer requirement is the difference between expected satisfaction and actual satisfaction. This paper uses QFD to analyze customer satisfaction. In the process, Entropy Weight is used to determine the objective weight of each indicator, and PROMETHEE II is applied for the final ranking of customer requirements. Afterwards, Grey Relational Analysis is adopted to construct relation matrix. Finally, the House of Quality can be established and we find the key factors and put forward effective measures to improve the service quality.

Keywords: Quality function deployment; Customer satisfaction; House of quality; Entropy weight; PROMETHEE II; Grey relational analysis (search for similar items in EconPapers)
Date: 2015
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

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:spr:sprchp:978-3-642-40660-7_25

Ordering information: This item can be ordered from
http://www.springer.com/9783642406607

DOI: 10.1007/978-3-642-40660-7_25

Access Statistics for this chapter

More chapters in Springer Books from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().