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International Journal of Economics & Management Sciences

.: Home > International Journal of Economics & Management Sciences > 2012 > Volume 1 Number 6 > Davood Gharakhani * 1 , Javad Eslami 2

Determining Customer Needs Priorities For Improving Service Quality Using Qfd

Davood Gharakhani * 1 , Javad Eslami 2
*1Corresponding author: Department of Industrial Management, Qazvin branch, Islamic Azad University (IAU), Qazvin, Iran . 2 Department of Industrial Management, Qazvin branch, Islamic Azad University (IAU), Qazvin, Iran
Abstract :

The presented research aimed to get QFD model to improve service quality using customers` needs priorities in terms of case study in 4 star hotel of Zanjan. In the research customers` satisfaction of the services and importance degree of each need was investigated using survey method. Information was collected from two different community and samples. The first statistical community were the customers, employees and managers of Zanjan`s grand hotel that whom were needs-assessed to determine the factors affecting customer satisfaction. After identifying the factors, one questionnaire was offered to the customers to rank their satisfaction of services received from the hotel. According to the statistical procedures used in the third chapter, selected sample of clients were 150. Second statistical community or better said, decision team consisted of 4 managers and senior employees of the hotel whose opinions were applied when completing the quality house. The results shows that from the view point of customers, offering qualified food, existence of sauna and swimming pool, friendly behavior and attitude of personnel and their proper appearance are more important. 

Keywords :
customer satisfaction‚ service quality‚ Quality function deployment (QFD) ‚ house of quality

Date Deposited : 24 May 2016 22:39

Last Modified : 24 May 2016 22:39

Official URL: http://www.omicsonline.com/

Volume 1, Number 6, June 2012 , ISSN 2162-6359

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