To read the full version of this content please select one of the options below:

Customer satisfaction using QFD: an e‐banking case

Marvin E. González (School of Business and Economics, Management and Marketing Department, College of Charleston, Charleston, South Carolina, USA)
Gioconda Quesada (School of Business and Economics, Management and Marketing Department, College of Charleston, Charleston, South Carolina, USA)
Federico Picado (Universidad Latinoamericana de Ciencia y Tecnología (ULACIT), San José, Costa Rica)
Carl A. Eckelman (Purdue University, West Lafayette, Indiana, USA)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 August 2004

Abstract

Research on service quality and customer satisfaction has become significant in the service industries. This study develops a case study that considers both external and internal service management issues and subsequent service innovations based on the framework of quality function deployment (QFD). The application of the customer window quadrant (CWQ) and the action plan matrix in the analysis of customer and service elements constitute a different approach for QFD. Some benefits and disadvantages of the QFD process are discussed as compared to extant service quality and customer paradigms. Finally, suggestions and directions are offered for future applications, with particular interest in the e‐bank service management issues.

Keywords

Citation

González, M.E., Quesada, G., Picado, F. and Eckelman, C.A. (2004), "Customer satisfaction using QFD: an e‐banking case", Managing Service Quality: An International Journal, Vol. 14 No. 4, pp. 317-330. https://doi.org/10.1108/09604520410546851

Publisher

:

Emerald Group Publishing Limited

Copyright © 2004, Emerald Group Publishing Limited