The competition in the business world, including banking, is getting tighter. For that, every bank must think of the right strategy to win the competition. One important strategy for winning competition is to prioritize customer satisfaction which is determined by the quality of banking services offered to customers. This study aims to analyze and process proposals for improvement in service quality in terms of using internet banking services based on the Quality Function Deployment (QFD) method through the preparation of the House of Quality (HoQ). The study was conducted on 120 internet banking users at the BRI Balikpapan Branch Office in East Kalimantan. From the results of the analysis, it is known that there are 11 indicators of bank internet banking service quality that must be improved as the first priority and 4 indicators as the second priority. Based on the results of data processing using QFD through the preparation of HoQ, it is known that there are 6 priority improvements that must be made by the bank. From the results of this study, it can be seen strategies for improving internet banking services to improve the quality of internet banking services at the BRI Balikpapan Branch Office, namely the added of new online chat features, perform server maintenance, carry out enrolment of new internet banking features, evaluate the process speed of each application feature, conduct regular website feature evaluations every quarter and perform network repair.

Customer service is increasingly being recognized as a source of competitive advantage. The keys to provide effective customer service are determining the customer needs, accurately, and meeting and exceeding the needs in a consistent manner. Companies should adapt a strategic, proactive focus on customer service based on understanding logistic processes and designing the logistics system to meet their needs. This paper proposes an approach based on the quality function deployment (QFD), for ranking strategic actions to improve logistics service. The paper addresses the issue of how to deploy the house of quality (HOQ) to effectively and efficiently improve logistics processes and thus customer satisfaction. For data collection, fuzzy logic is used to deal with the ill-defined nature of the qualitative linguistic judgments required in the proposed HOQ. The methodology has been tested by means of a real case application, which refers to an Iranian company operating in the manufacturing industry.

In the contexture of a customer-driven goods or service design process, a well-timed update of customer’s requirements may not only serve as a necessity indicator to observe how things change over time, but also it incorporates the firms a better ground to interoperate different strategies to meet the future needs of its customer. This paper proposes a systematic methodology to deal with the customer needs’ dynamics, in terms of their relative weights, in the QFD. Compared with previous research, the contribution of this paper is fourfold. First, it applies some linguistic variables to get preferences of customers and experts to determine the relative importance of customer requirements (CRs) and the relationships between customer requirements and engineering characteristics (ECs). Second, it proposes the implementation of a forecasting technique. Third, it describes more comprehensively on how future uncertainty in the weights of customer’s needs could be estimated and transmitted into the design attributes. Fourth, it proposes the implementation of a quantitative approach, which takes into account the decision maker’s attitude towards risk to optimize the QFD decision making analysis. Finally, a real-world application of QFD is provided to demonstrate the practical applicability of the proposed methodology.

One of the most important techniques on improving customer satisfaction in clothing and textile industry is to increase the quality of goods and services. There are literally different methods for detecting important items influencing clothing products and the proposed model of this paper uses quality function deployment (QFD). The proposed model of this paper designs and distributes a questionnaire among some experts to detect necessary factors and using house of quality we determine the most important factors impacting the customer & apos; s clothing selection. The proposed study of this paper focuses men who are 15 to 45 years old living in Yazd/Iran. The brand we do the investigation sells the products in three shopping centers located in this city. We have distributed 100 questionnaires and collected 65 properly filled ones. Based on the results of our survey, suitable design, printing and packaging specifications, necessary requirements, optimization of production planning and appropriate sewing machine setting are considered as the most important characteristics influencing the purchase of a clothing products.