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Customer Satisfaction Measurement Using QFD in the College  

Woo, Tae-Hee (서일대학 산업시스템 경영과)
Publication Information
Journal of the Korea Safety Management & Science / v.8, no.3, 2006 , pp. 171-187 More about this Journal
Abstract
Modern management considers customer satisfaction as a baseline standard of performance and a possible standard of excellence for any business organization including the college. Quality function deployment(QFD) is a structured approach to seek out voice of customers, understanding their needs, and ensure that their needs are met. The strategy value proposed by Chien et al. combines importance, satisfaction, performance, and ability to enhance decision making effectiveness. But in their model, the correlation among the strategic alternatives isn't considered the decision chain and is therefore eliminated. This paper proposes how to calculate the new weight of columns to consider various strength levels of correlations matrix, representing the correlation among the strategic alternatives, using normalization procedure. The aim of this paper is to present and original customer satisfaction survey conducted in the college. Thus, this paper presents an original customer satisfaction survey in the college and provides to demonstrate the practical usage of the design model to compare this model with Chien's model.
Keywords
Customer Satisfaction; Quality Function Deployment; Strategic Value;
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  • Reference
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