Khorshidi, Hadi Akbarzade; Nikfalazar, Sanaz; Gunawan, Indra - In: The TQM Journal 28 (2016) 2, pp. 195-215
Purpose – The purpose of this paper is to implement statistical process control (SPC) in service quality using three-level SERVQUAL, quality function deployment (QFD) and internal measure. Design/methodology/approach – The SERVQUAL questionnaire is developed according to internal services of...