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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.

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  • 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