Quality Function Deployment for Customer Satisfaction in Banking Services

Abstract

Today’s customers are quality concerned. For a manufacturer or service provider, it is really a challenge to tune up their product or services with all desirable or even unseen qualities. The paper focuses on the application of quality function deployment on a typical service through designing the house of quality matrix. Demanded qualities are captured by using a questionnaire survey designed in a semi structured way on the basis of Likert’s 5-scale technique. As customers drive manufacturers or service providers to add values, proper care has been given to grab their reactions and then the requirements have been put into the HOQ (House of Quality) that ultimately gives us the solution. The findings are very straightforward. The paper seeks the answer of how a service provider can ensure more customer satisfaction. Customer requirements are prioritized with the technical descriptors to
satisfy them in a more focused way. The method is practically applicable to any type of service or manufacturing companies. If you take care of your customers, they will take care of you. Let your customers know that you are listening to them and giving proper feedback.