A QFD and Servqual Approach to Hotel Service Design

MASOUDİ, Ali; İKİZ KAPUCUGİL, Aysun

A QFD and Servqual Approach to Hotel Service Design

Aysun İKİZ KAPUCUGİL, (Dokuz Eylül Üniversitesi, İşletme Fakültesi, İzmir, Türkiye)

Ali MASOUDİ (Azad Univercity Department, of Industrial Engineering, Tehran, Iran)

Dokuz Eylül Üniversitesi İşletme Fakültesi Dergisi

2 0

Yıl: 2008 Cilt: 9 Sayı: 1 Sayfa Aralığı: 17 - 31 Metin Dili: Türkçe İndeks Tarihi: 29-07-2022

A QFD and Servqual Approach to Hotel Service Design

Öz:

Son zamanlarda otel hizmeti sunanların mücadele etmek durumunda kaldıkları, “müşterilerin istedikleri kalite seviyesinin yüksek olması”, “daha fazla müşteri tatminini sağlamak için rekabetin artması” ve “eksiksiz hizmetin talep edilmesi” gibi konular doğrudan otel hizmetlerinin özelliklerini daha iyi anlamak ve bu özelliklere gore hizmet tasarım özelliklerini geliştirmek ile ilgilidir. Hizmet kalitesi alanında, SERVQUAL müşteri beklentilerini ve algılamalarını ölçmek için en çok kullanılan yapıdır. Kalite Fonksiyon Göçerimi (KFG) yöntemi ise, orijini ürün geliştirmeye dayanmasına rağmen, çok çeşitli hizmetlerin geliştirilmesinde de kullanılabilen uygun bir destek araçtır. Bu çalışma, başlangıç aşamasında SERVQUAL modelini kullanarak otellerde sunulan hizmet kalitesini ölçen ve sonrasında KFG yaklaşımı ile otel misafirlerinin ve sunulması gereken hizmetin tasarım gereksinimlerini tanımlayan kavramsal bir modeli tanıtmaktadır. Kavramsal Kalite Oteli modeli üzerinde SERVQUAL ve KFG yaklaşımlarının bütünleştirilmesi örnek bir uygulama ile anlatılmıştır.

Anahtar Kelime:

Konular: İşletme İktisat

Otel Hizmetlerinin Tasarımında KFG ve Servqual Yaklaşımlarının Kullanımı

Öz:

Current challenges facing the hotel service providers, such as “high customer demands on quality”, “increasing competition for high customer satisfaction” and “the demand for full services”, are directly related to better understand the attributes of hotel services and improve the service design characteristics accordingly. In service quality literature, SERVQUAL is the most widely used structure to measure customer expectations and perceptions. Quality Function Deployment (QFD) method is also a suitable means and works well to support the development of a wide range of services although it is originally stemming from product development. This study describes the development of a conceptual framework to measure the hotel service quality using the SERVQUAL model as a starting point, and then identifies service design and hotel guests’ requirements using a QFD approach. This integration of SERVQUAL and QFD approaches in the conceptual Hotel of Quality model has been illustrated through a case study.

Anahtar Kelime:

Konular: İşletme İktisat

Belge Türü: Makale Makale Türü: Araştırma Makalesi Erişim Türü: Erişime Açık

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APA	İKİZ KAPUCUGİL A, MASOUDİ A (2008). A QFD and Servqual Approach to Hotel Service Design. , 17 - 31.
Chicago	İKİZ KAPUCUGİL Aysun,MASOUDİ Ali A QFD and Servqual Approach to Hotel Service Design. (2008): 17 - 31.
MLA	İKİZ KAPUCUGİL Aysun,MASOUDİ Ali A QFD and Servqual Approach to Hotel Service Design. , 2008, ss.17 - 31.
AMA	İKİZ KAPUCUGİL A,MASOUDİ A A QFD and Servqual Approach to Hotel Service Design. . 2008; 17 - 31.
Vancouver	İKİZ KAPUCUGİL A,MASOUDİ A A QFD and Servqual Approach to Hotel Service Design. . 2008; 17 - 31.
IEEE	İKİZ KAPUCUGİL A,MASOUDİ A "A QFD and Servqual Approach to Hotel Service Design." , ss.17 - 31, 2008.
ISNAD	İKİZ KAPUCUGİL, Aysun - MASOUDİ, Ali. "A QFD and Servqual Approach to Hotel Service Design". (2008), 17-31.

APA	İKİZ KAPUCUGİL A, MASOUDİ A (2008). A QFD and Servqual Approach to Hotel Service Design. Dokuz Eylül Üniversitesi İşletme Fakültesi Dergisi, 9(1), 17 - 31.
Chicago	İKİZ KAPUCUGİL Aysun,MASOUDİ Ali A QFD and Servqual Approach to Hotel Service Design. Dokuz Eylül Üniversitesi İşletme Fakültesi Dergisi 9, no.1 (2008): 17 - 31.
MLA	İKİZ KAPUCUGİL Aysun,MASOUDİ Ali A QFD and Servqual Approach to Hotel Service Design. Dokuz Eylül Üniversitesi İşletme Fakültesi Dergisi, vol.9, no.1, 2008, ss.17 - 31.
AMA	İKİZ KAPUCUGİL A,MASOUDİ A A QFD and Servqual Approach to Hotel Service Design. Dokuz Eylül Üniversitesi İşletme Fakültesi Dergisi. 2008; 9(1): 17 - 31.
Vancouver	İKİZ KAPUCUGİL A,MASOUDİ A A QFD and Servqual Approach to Hotel Service Design. Dokuz Eylül Üniversitesi İşletme Fakültesi Dergisi. 2008; 9(1): 17 - 31.
IEEE	İKİZ KAPUCUGİL A,MASOUDİ A "A QFD and Servqual Approach to Hotel Service Design." Dokuz Eylül Üniversitesi İşletme Fakültesi Dergisi, 9, ss.17 - 31, 2008.
ISNAD	İKİZ KAPUCUGİL, Aysun - MASOUDİ, Ali. "A QFD and Servqual Approach to Hotel Service Design". Dokuz Eylül Üniversitesi İşletme Fakültesi Dergisi 9/1 (2008), 17-31.