Article metrics

  • citations in SCindeks: 0
  • citations in CrossRef:0
  • citations in Google Scholar:[=>]
  • visits in previous 30 days:11
  • full-text downloads in 30 days:8
article: 9 from 570  
Back back to result list
Menadžment u hotelijerstvu i turizmu
2019, vol. 7, iss. 2, pp. 57-66
article language: English
document type: Original Scientific Paper
doi:10.5937/menhottur1902057M


QFD method application in the process of hotel service quality improvement
University of Kragujevac, Technical Faculty

e-mail: sandra.milunovic@ftn.kg.ac.rs

Project

Development and utilization of novel and traditional technologies in production of competitive food products with added valued for national and global market - CREATING WEALTH FROM THE WEALTH OF SERBIA (MESTD - 46001)

Abstract

QFD method has been applied mainly in industrial companies. The service is intangible product that has its own specificities, and the market of hotel services in our country is becoming saturated. The aim of this paper is the identification of the most important quality characteristics (technical characteristics) of the hotel service and the direction of the hotel management activities to those characteristics that can be related to the highest number of stated customer requirements. Therefore, the result of the research is to define the key characteristics of the service quality and key activities in the design of the service that lead to customer satisfaction and achieving a competitive advantage in the market. Considering the results of the previous QFD method research, especially in the domain of this type of services, and especially in our country, one might say that even a small contribution to this matter is visible and could give impetus, not only for further research in this field, but also for the concrete application of the obtained solutions.

Keywords

References

Adizes, I. (1999) Aspiration to top form. Novi Sad: Adizes management consulting
Akao, Y. (1998) QFD concepts. in: Proceedings of the Advanced QFD Course, Novi, MI: QFD Institute
Baran, Z., Selami, Y.M. (2015) Quality function deployment and application on a fast food restaurant. International Journal of Business and Social Science, 6(9): 122-131
Bouchereau, V., Rowlands, H. (2000) Methods and techniques to help quality function deployment (QFD). Benchmarking: An International Journal, 7(1): 8-19
Cauchick, M.P.A. (2005) Evidence of QFD best practices for product development: A multiple case study. International Journal of Quality & Reliability Management, 22(1): 72-82
Eyton, R. (1996) Making innovation fly. Ivey Business Quarterly, 61(1): 59-59
Gonzalez, M.E., Quesada, G., Mueller, R., Mora-Monge, C.A. (2004) QFD strategy house: An innovative tool for linking marketing and manufacturing strategies. Marketing Intelligence & Planning, 22(3): 335-348
González, M.E., Quesada, G., Picado, F., Eckelman, C.A. (2004) Customer satisfaction using QFD: An e-banking case. Managing Service Quality: An International Journal, 14(4): 317-330
Khanna, S., Arya, V. (2015) Study of quality function deployment (QFD) in service industry. International Journal of Advanced Engineering and Global Technology, 3(10): 1233-1244
Milunović, K.S., Filipović, J. (2016) Application of traditional and fuzzy quality function deployment in the product development process. Engineering Management Journal, 30(2): 98-107
Ministry of trade, tourism and telecommunications (2016) Strategy for tourism development of the Republic of Serbia for the period 2016-2025. http://demo.paragraf.rs/demo/combined/Old/t/t2016_12/t12_0189.htm, retrieved November 10
Pawitra, T.A., Tan, K.C. (2003) Tourist satisfaction in Singapore: A perspective from Indonesian tourists. Managing Service Quality: An International Journal, 13(5): 399-411
Politis, J.D. (2005) QFD, organisational creativity and productivity. International Journal of Quality & Reliability Management, 22(1): 59-71
Pun, K.F., Chin, K.S., Lau, H. (2000) A QFD/Hoshin approach for service quality deployment: A case study. Managing Service Quality: An International Journal, 10(3): 156-170
Redžić, D. (2018) Značaj kvaliteta u turističkoj industriji - istraživačka studija o percepciji stejkholdera u turizmu. Menadžment u hotelijerstvu i turizmu, vol. 6, br. 2, str. 11-20
Sahney, S., Banwet, D.K., Karunes, S. (2004) A SERVQUAL and QFD approach to total quality education: A student perspective. International Journal of Productivity and Performance Management, 53(2): 143-166
Shrivastava, P., Verma, S.D. (2014) Application of quality function deployment to improve customer satisfaction in hotel industry. International Journal of Scientific & Engineering Research, 5(6): 957-962
Sullivan, L.P. (1986) Quality function deployment. Quality Progress, June, 39-50