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Service Development using Fuzzy QFD in the banking industry
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 Title & Authors
Service Development using Fuzzy QFD in the banking industry
Yu, Eun Jin; Kwak, Choonjong;
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 Abstract
Purpose: This paper proposes a structured approach based on Quality Function Deployment (QFD) for service development in the banking industry. Methods: SERVQUAL is modified and adopted as a tool to understand customer requirements for the QFD. Fuzzy theory is used to resolve the subjectivity and ambiguity of customer requirements and satisfaction. This research also uses the importance- satisfaction model to construct an additional House of Quality (HOQ). A pair of houses of quality provides a confluence of results to avoid a risk of depending solely on the results of a single HOQ. Results: A case study is introduced with three domestic banks. Conclusion: The proposed approach effectively addresses a service development problem.
 Keywords
Service Development;Quality Function Deployment;SERVQUAL;Importance-Satisfaction Model;Fuzzy Set Theory;Confluence of Results;
 Language
English
 Cited by
1.
제품-서비스 시스템 개발을 위한 객체 지향 설계 프레임워크 개발,오형술;문승기;

산업경영시스템학회지, 2015. vol.38. 4, pp.168-176 crossref(new window)
1.
An Object-Oriented Design Framework for Developing Product-Service Systems, Journal of Society of Korea Industrial and Systems Engineering, 2015, 38, 4, 168  crossref(new windwow)
2.
The identification of new service opportunities: a case-based morphological analysis, Service Business, 2016  crossref(new windwow)
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