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Research on Customer Satisfaction Based on Quality Function Deployment

In: Liss 2013

Author

Listed:
  • Nannan Li

    (Beijing Jiaotong University)

  • Chunfang Guo

    (Beijing Jiaotong University)

Abstract

Quality Function Deployment, QFD, is a methodology to systematically convert the customers’ requirements into technical requirements with the House of Quality. Customer requirement is the difference between expected satisfaction and actual satisfaction. This paper uses QFD to analyze customer satisfaction. In the process, Entropy Weight is used to determine the objective weight of each indicator, and PROMETHEE II is applied for the final ranking of customer requirements. Afterwards, Grey Relational Analysis is adopted to construct relation matrix. Finally, the House of Quality can be established and we find the key factors and put forward effective measures to improve the service quality.

Suggested Citation

  • Nannan Li & Chunfang Guo, 2015. "Research on Customer Satisfaction Based on Quality Function Deployment," Springer Books, in: Runtong Zhang & Zhenji Zhang & Kecheng Liu & Juliang Zhang (ed.), Liss 2013, pages 173-179, Springer.
    • Handle: RePEc:spr:sprchp:978-3-642-40660-7_25
    DOI: 10.1007/978-3-642-40660-7_25
    as

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