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...

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...

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...

Examines the problem of selecting new marketing directors and the high failure rate among new marketing personnel. Contends that the failure of first‐time marketing directors is not automatic; identifies the problems involved in hiring first‐time directors and offers specific steps that a...

The concept of value management is becoming quite prevalent in industry. Despite this popularity, there is little evidence of the development of accompanying theory in the literature. Without theory development, it is difficult to identify specific hypotheses and propositions which can be...

Purpose – Although research into the adoption and use of online banking services has grown in many parts of the world, the centre of attention has been largely on determinants of online banking adoption, not on users' satisfaction with use. This paper aims to test and validate the End‐User...

This study aims to compare the customer satisfaction index (CSI) based on two approaches: stated‐importance and derived‐importance approaches. The stated‐importance approach uses both importance and performance scores in constructing the CSI, while the derived‐importance approach uses...