Application of SERVQUAL and fuzzy quality function deployment to service improvement in service centres of electronics companies

Abstract

This paper proposes a systematic approach based on quality function deployment (QFD) for service improvement in the service centres of electronics companies. SERVQUAL is introduced and modified to understand customer requirements (CRs) for service centres. Fuzzy set theory is used to resolve the subjectivity and ambiguity of CRs and satisfaction in the QFD. A case study is implemented with the service centres of two global electronics companies to show that the proposed approach effectively deals with a service improvement problem.

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