Purpose – In this paper, the aim is to propose a framework for utilizing quality function deployment (QFD) and benchmarking in combination to chalk out an improvement plan that redesigns or modifies existing processes to a point where they consume the least amount of resources while imparting...

It is not sufficient for firms to deliver products that have technical excellence. Products should be easy to use and fit in with the work practices, activities and context of the consumer. Product usability is now recognized as a critical dimension of product quality. Product usability is...

Posits that advocates of quality function deployment (QFD) claim that it leads to better product designs, lower product costs, and shorter development times. Presents a study which aims to learn if organizations that apply QFD to product development achieve these benefits. Data from a survey of...

Purpose – The purpose of this paper is to classify service quality elements using Kano’s two-way quality model in terms of their instrumentality to customer satisfaction. Design/methodology/approach – Service quality attributes as borrowed from the literature are classified into...

Purpose – The purpose of this paper is to investigate the influence of religion on the effectiveness of product packages in attracting customers’ attention, and forming their attitudes, preferences, and buying decisions. In other words, the study aims at finding out how do Muslims respond to...

Purpose – This paper aims to examine how “green” attributes contribute to hotel customers' overall satisfaction. Design/methodology/approach – A qualitative study helped generate a list of the attributes that contribute to overall satisfaction with hotel services. Then a Tetraclasse...

Purpose – The purpose of this paper is to develop a research framework to explain the relationship between overall restaurant quality and customer satisfaction. Design/methodology/approach – To test this model, the authors deploy 48 mystery shoppers to evaluate 496 Taiwanese restaurants....

Purpose – By applying Kano model, this study attempts to investigate the categorization of home delivery quality elements derived from service convenience model and their impact on customer satisfaction. Design/methodology/approach – In this paper, the research framework and hypotheses are...

Purpose – The purpose of this paper is to identify the dimensions of service quality and examining the interrelationships among behavioral intentions, customer satisfaction, perceived value, corporate image and service quality in the gaming industry. A multi-level and hierarchical model is...