ANALYZING TECHNICAL CHARACTERISTICS IN BANKING SECTOR USING ANALYTIC NETWORK PROCESS AND QUALITY FUNCTION DEPLOYMENT
DOI:
https://doi.org/10.17740/eas.econ.2020.V24-02Keywords:
Quality Function Deployment (QFD), Banking, Voice of the Customer (VOC), Analytic Network Process (ANP)Abstract
Quality Function Deployment is a method used to collect the needs and expectations of the customers and transfer these to the business processes in order to measure which technical characteristics to be improved to increase customer satisfaction. The weights in the voice of the customer (VOC) which are the input for the Quality Function Deployment is obtained by the Analytical Network Process. Then, the technical requirements have been priotorized. The goal of the study is providing the banks with premise information through improvement by analyzing the customer expectations.