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Mar. 31, 2009 to Apr. 2, 2009
ISBN: 978-0-7695-3507-4
pp: 268-272
The service quality is the core element which effects the customer satisfaction and willingness to purchase. Many companies are searching for solutions of providing higher service quality that fist customer needs in the rapid changing global market. The quality function deployment (QFD) is a cross-functional planning tool that maintaining product quality or design plan according customer requirements. In this paper, the integrated framework of gray relation grade and QFD is used to optimize and estimate the priority of customer-driven techniques/ service. An empirical case of cable TV industry is used for examination.
Quality Function Deployment, Gray Realtion, Service Quality
Nai-Hua Chen, Hsin-Yu Kuo, "Using Gray Relation and Quality Function Deployment in Service Quality of the Cable TV", CSIE, 2009, Computer Science and Information Engineering, World Congress on, Computer Science and Information Engineering, World Congress on 2009, pp. 268-272, doi:10.1109/CSIE.2009.689
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