Quality Management Journal vol. 15 issue 1 - January 2008
Abstract: [This abstract is based on the authors' abstract.] To remain competitive in today's business climate, organizations must offer services that not only satisfy their customers, but delight them. SERVQUAL and other measures have been used in the past to measure and improve service quality in the US and Europe, but Japanese quality systems such as Kansei Engineering (KE) and quality function deployment (QFD) offer and alternative way to include the voice of the customer in the development and improvement of service quality systems. Data from the Bank of Spain are used illustrate how the customer's voice was incorporated into its e-banking system.
Keywords: Service sector - Financial industry - Customer satisfaction (CS) - Customer delight - Voice of the customer (VOC) - Service quality - Quality function deployment (QFD) - Japanese quality management - Case study
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