Application Of Quality Function Deployment And Servqual For Design Service Innovation  

Oleh:

Yothinsirikul, Waraporn ; Thawesaengskulthai, Natcha

Jenis: Article from Proceeding
Dalam koleksi: Proceeding The 7th International Seminar on Industrial Engineering and Management (7th ISIEM) di Bali, March 11th – 13th, 2014, page QM 12-21.
Topik: Quality Function Deployment; SERVQUAL; Service innovation
Fulltext: Paper 11 Waraporn Yothinsirikul Culalongkorn University.pdf (907.67KB)

Isi artikel

With increasing market competition, it is not sufficient for organizations to rely solely on continuous improvement in order to maintain and develop their competitive edge. There is a need to begin a strategic move towards innovation. This paper proposes a comprehensive approach to design a service innovation by combining QFD and SERVQUAL. The proposed method aims to help organization enhance customer satisfaction by guiding improvement efforts in strengthening their weak attributes, and to expedite the development of innovative service through the identification of attractive attributes and embedding them in to future service. The model shows its usability and feasibility through a service innovation of cafeteria cases in a company

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