IDEAS home Printed from https://ideas.repec.org/a/pet/annals/v12y2012i3p107-114.html
   My bibliography  Save this article

Quality Services Evaluation Model Based on Dedicated Software Tool

Author

Listed:
  • Andreea Ionică

    (University of Petroşani, Romania)

  • Monica Leba

    (University of Petroşani, Romania)

  • Eduard Edelhauser

    (University of Petroşani, Romania)

  • Lucian Lupu Dima

    (University of Petroşani, Romania)

Abstract

In this paper we introduced a new model, called Service Quality (SQ), which combines QFD and SERVQUAL methods. This model takes from the SERVQUAL method the five dimensions of requirements and three of characteristics and from the QFD method the application methodology. The originality of the SQ model consists in computing a global index that reflects the customers’ requirements accomplishment level by the quality characteristics. In order to prove the viability of the SQ model, there was developed a software tool that was applied for the evaluation of a health care services provider.

Suggested Citation

  • Andreea Ionică & Monica Leba & Eduard Edelhauser & Lucian Lupu Dima, 2012. "Quality Services Evaluation Model Based on Dedicated Software Tool," Annals of the University of Petrosani, Economics, University of Petrosani, Romania, vol. 12(3), pages 107-114.
    • Handle: RePEc:pet:annals:v:12:y:2012:i:3:p:107-114
    as

    Download full text from publisher

    File URL: http://www.upet.ro/annals/economics/pdf/2012/part3/Ionica_Leba_Edelhauser_Lupu-Dima.pdf
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Chan, Lai-Kow & Wu, Ming-Lu, 2002. "Quality function deployment: A literature review," European Journal of Operational Research, Elsevier, vol. 143(3), pages 463-497, December.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Gratiela Dana BOCA & Corina RADULESCU & Rita TOADER & Cezar TOADER, 2015. "A Cross Cultural Model for Flexible Motivation in Management," Economics and Applied Informatics, "Dunarea de Jos" University of Galati, Faculty of Economics and Business Administration, issue 1, pages 11-18.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Li, Yan-Lai & Tang, Jia-Fu & Chin, Kwai-Sang & Jiang, Yu-Shi & Han, Yi & Pu, Yun, 2011. "Estimating the final priority ratings of engineering characteristics in mature-period product improvement by MDBA and AHP," International Journal of Production Economics, Elsevier, vol. 131(2), pages 575-586, June.
    2. Iranmanesh, Hossein & Thomson, Vince, 2008. "Competitive advantage by adjusting design characteristics to satisfy cost targets," International Journal of Production Economics, Elsevier, vol. 115(1), pages 64-71, September.
    3. J-B Yang & D-L Xu & X Xie & A K Maddulapalli, 2011. "Multicriteria evidential reasoning decision modelling and analysis—prioritizing voices of customer," Journal of the Operational Research Society, Palgrave Macmillan;The OR Society, vol. 62(9), pages 1638-1654, September.
    4. Elias Carayannis & Pantelis Kostis & Hasan Dinçer & Serhat Yüksel, 2024. "Quality Function Deployment-Oriented Strategic Outlook to Sustainable Energy Policies Based on Quintuple Innovation Helix," Journal of the Knowledge Economy, Springer;Portland International Center for Management of Engineering and Technology (PICMET), vol. 15(2), pages 6761-6779, June.
    5. Nasser Fegh-hi Farahmand, 2016. "Imperative Strategic Planning as Improvement of the Decision Making of Organization," Bulletin of Business and Economics (BBE), Research Foundation for Humanity (RFH), vol. 5(1), pages 10-19, March.
    6. Chowdhury, Md. Maruf Hossan & Quaddus, Mohammed A., 2015. "A multiple objective optimization based QFD approach for efficient resilient strategies to mitigate supply chain vulnerabilities: The case of garment industry of Bangladesh☆,☆☆☆This manuscript was pro," Omega, Elsevier, vol. 57(PA), pages 5-21.
    7. Xin Wang & Li Wang & Xiaobo Xu & Ping Ji, 2014. "Identifying Employee Turnover Risks Using Modified Quality Function Deployment," Systems Research and Behavioral Science, Wiley Blackwell, vol. 31(3), pages 398-404, May.
    8. Carnevalli, Jose A. & Miguel, Paulo Cauchick, 2008. "Review, analysis and classification of the literature on QFD--Types of research, difficulties and benefits," International Journal of Production Economics, Elsevier, vol. 114(2), pages 737-754, August.
    9. Vida Norouz Borazjani & Mahmoud Abedi, 2014. "The Rule of Public Participation in Sustainable Design Process," International Journal of Asian Social Science, Asian Economic and Social Society, vol. 4(12), pages 1191-1201, December.
    10. Snežana Tadić & Mladen Krstić & Violeta Roso & Nikolina Brnjac, 2019. "Planning an Intermodal Terminal for the Sustainable Transport Networks," Sustainability, MDPI, vol. 11(15), pages 1-20, July.
    11. Leandro Gauss & Daniel P. Lacerda & Paulo A. Cauchick Miguel, 2021. "Module-based product family design: systematic literature review and meta-synthesis," Journal of Intelligent Manufacturing, Springer, vol. 32(1), pages 265-312, January.
    12. Schillo, R. Sandra & Isabelle, Diane A. & Shakiba, Abtin, 2017. "Linking advanced biofuels policies with stakeholder interests: A method building on Quality Function Deployment," Energy Policy, Elsevier, vol. 100(C), pages 126-137.
    13. Yu-Jie Wang, 2023. "Extending Quality Function Deployment and Analytic Hierarchy Process under Interval-Valued Fuzzy Environment for Evaluating Port Sustainability," Sustainability, MDPI, vol. 15(7), pages 1-19, March.
    14. Ling-Xiang Mao & Jing Lan & Anqi Chen & Hua Shi & Hu-Chen Liu, 2025. "New Approach for Quality Function Deployment Based on Linguistic Distribution Assessments and CRITIC Method," Mathematics, MDPI, vol. 13(2), pages 1-16, January.
    15. Chen, Yizeng & Fung, Richard Y.K. & Tang, Jiafu, 2006. "Rating technical attributes in fuzzy QFD by integrating fuzzy weighted average method and fuzzy expected value operator," European Journal of Operational Research, Elsevier, vol. 174(3), pages 1553-1566, November.
    16. Hien Nguyen Ngoc & Ganix Lasa & Ion Iriarte, 2022. "Human-centred design in industry 4.0: case study review and opportunities for future research," Journal of Intelligent Manufacturing, Springer, vol. 33(1), pages 35-76, January.
    17. Kamvysi, Konstantina & Gotzamani, Katerina & Andronikidis, Andreas & Georgiou, Andreas C., 2014. "Capturing and prioritizing students’ requirements for course design by embedding Fuzzy-AHP and linear programming in QFD," European Journal of Operational Research, Elsevier, vol. 237(3), pages 1083-1094.
    18. Zhang Zhang & Qiqi Sun, 2024. "Integrated Design Methods for Sustainable Public Seating in Urban Communities—A Shanghai Case Study," Sustainability, MDPI, vol. 16(20), pages 1-24, October.
    19. Hsin-Hung Wu & Jiunn-I Shieh, 2008. "Applying a markov chain model in quality function deployment," Quality & Quantity: International Journal of Methodology, Springer, vol. 42(5), pages 665-678, October.
    20. Artem Timoshenko & John R. Hauser, 2019. "Identifying Customer Needs from User-Generated Content," Marketing Science, INFORMS, vol. 38(1), pages 1-20, January.

    More about this item

    Keywords

    Quality; QFD; SERVQUAL; Model; Software Tool; Quality Management Tool;
    All these keywords.

    JEL classification:

    • L15 - Industrial Organization - - Market Structure, Firm Strategy, and Market Performance - - - Information and Product Quality

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:pet:annals:v:12:y:2012:i:3:p:107-114. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Imola Driga (email available below). General contact details of provider: http://www.upet.ro/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.