ALPAYKUT, Süleyman Dokuz Eylül Üniversitesi - Fen Fakültesi, Turkey

USING STRUCTURAL EQUATION MODELING TO DETERMINE VOICE OF CUSTOMER IN QUALITY FUNCTION DEPLOYMENT

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Companies operating in today’s world have to adapt to constantly evolving and changing conditions of the competition to survive no matter which sector they work in. Companies adapting to change continue to live for years but those that cannot adapt doesn’t exist so long. Adapting to change is possible only by answering the expectation of customers. Quality Function Deployment (QFD) and Structural Equation Modeling (SEM) which has growing importance in recent years are combined in this study. In QFD, voice of customer is determined by using SEM and an application example about a GSM operator is presented.

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Voice of Customer , Quality Function Deployment , Structural Equation Model.

dokuz eylul university the journal of graduate school of social sciences

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