The issue of web-site quality is tackled from the perspective of the ‘voice of the customer’. Quality function deployment (QFD) is adopted as a framework for identifying web-site qualities demanded by users, which are gathered through a quality workshop. From the workshop an instrument for assessing web-site quality is developed (WebQual) and tested in the domain of UK business schools. The res...

Keluhan pelanggan menunjukkan masih terdapat kekurangan dalam pelayanan departemen fresh food Tiara Dewata. Hal tersebut menjadi acuan pihak Dewata untuk menganalisis permasalahan guna menjaga kepercayaan pelanggan. Penelitian ini bertujuan membantu kebutuhan dan keinginan serta mengetahui strategi tepat peningkatan dilakukan melalui survei kepada 100 orang wawancara dengan Dewata, Denpasar. Be...

More specific knowledge about Quality Function Deployment (QFD) has grown rapidly. There are many studies on the application of QFD in various industrial sectors including manufacturing, construction and services. is a tool that can be used to assist companies improving services by translating consumer desires into technical characteristics company. This paper aims provide broad understanding h...