Enhancing collaborative apparel consumption model: Quality-driven insights from customers and industry professionals

Abstract

This study applies the Quality Function Deployment (QFD) method to develop a House of Quality (HoQ) framework for the Collaborative Apparel Consumption (CAC) business. The framework integrates inputs from customers and industry professionals to assess customer requirements and business goal specifications. The research identifies and prioritizes key attributes and design considerations for the CAC platform. The study reveals differences in perspectives between customers and service providers regarding attributes such as site organization, platform responsiveness and agility, legal protection and trustworthiness, peer service provider, and social interaction. Additionally, 14 design considerations are identified, including user-friendly interface, mobile compatibility, personalized recommendation, secure payment system, and customer review and ratings. By comparing customer insights with industry input, the HoQ framework enables the identification of gaps and the establishment of relationships between customer preferences, business requirements, and CAC goals. This research highlights the applicability of the QFD method for developing service designs in the context of collaborative apparel consumption. The findings contribute to enhancing customer satisfaction, improving business performance, and fostering open innovation with customers and industrial professionals in the innovation process.

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