Abstract
This article presents the quality function deployment (QFD) method, also called the “Quality House.” This method transforms customer requirements into identifiable and measurable compliance specifications for service design. The Quality House provides a framework for translating customer satisfaction into identifiable and measurable compliance specifications for service design. Customer expectations were initially formulated in relation to the five dimensions of service quality: trust, solicitude, safety, tangibility, and empathy. To exemplify the QFD method, choose the online bank banking service (ING), called Home' Bank. The purpose of the article is to implement methods of measuring the quality of the banking services in order to maximize the level of cost-effectiveness of the organization.
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