ASQ

Exclusive Content & Downloads from ASQ

Bridging the Quality-Satisfaction Gap

Summary: Increasing customer satisfaction requires that organizations bridge the gap between internal process quality and external perceptions of quality and satisfaction. Although both engineering-based and market-based approaches to quality offer tools and methods to bridge this gap, hidden problems remain. This article introduces a framework for linking quality - using quality function deployment (QFD), and customer satisfaction - using customer satisfaction modeling (CSM). An empirical example is used to illustrate the framework, the problems inherent in translating satisfaction into quality, and proposed solutions to these problems.

Anyone with a subscription, including Site and Enterprise members, can access this article.


Other Ways to Access content:

Join ASQ

Join ASQ as a Full member. Enjoy all the ASQ member benefits including access to many online articles.

Subscribe to Quality Management Journal

Access this and ALL OTHER Quality Management Journal online articles. You'll also receive the print version by mail.

  • Topics: Benchmarking, Customer Satisfaction and Value, Quality Function Deployment
  • Keywords: Benchmarking,Customer satisfaction (CS),Quality improvement (QI),Quality function deployment (QFD),Priority setting
  • Author: Gustafsson, Anders; Johnson, Michael D.
  • Journal: Quality Management Journal