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Library's collection Library's IT development CancelMost companies are necessary to recognize a customer need and believe
they can satisfy him better than others companies. There are typical measures in
the majority of U.S. Businesses, but they often failed to reveal the reality of the
customers? wants and needs. To ensure continued business success, every
company should have processes in place to constantly monitor and update its
knowledge of customers? wants, needs and level of satisfaction. (Day, 1993, p.1)
The hard work of determining customer needs in a restaurant (De Jonge
Dikkert restaurant, Amstelveen, The Netherlands) based on service quality
dimensions, through Quality Function Deployment (QFD). The writer?s hopes, the
analysis of service quality through QFD method in this thesis can be useful to the
owner and the management of De Jonge Dikkert Restaurant, supporting all
arrangement that is prepared for meeting customer satisfaction and giving
competitive value as well.
This thesis uses questionnaires, interview, and observation for the sources
gathering methods. Questionnaires were used for listing all customer needs, and
then they are categorized into five dimensions of services quality. Interview and
observation were used for finding technical design elements and evaluating
competitor assessments. The writer had an interview with the restaurant manager
of De Jonge Dikkert restaurant and observed all restaurant operation in 10 months
trainee ship. All information from questionnaires, interview, and observation were
collected, they are used to create QFD matrices (House of Quality). QFD matrix
has been created, not only using data collected, but also analyzing the
combination between one data and another data.