The Effect of Quality Function Deployment (QFD) in Enhancing Customer Satisfaction

Abstract

Purpose: The purpose of this study is to examine the effect of the quality function deployment as a philosophy of quality assurance based on listening to the customer’s voice and transforming his demands into technical requirements in order to achieve customer satisfaction. In addition, the tool opens the doors for continuous improvement of the organization’s operations to reach a competitive position that gives it success and sustainability. Theoretical framework: The study is concerned with the quality function deployment as a new way of the higher administration to replace the traditional focus on findings by adopting new approach throughout the reducing the efforts and time to redesigning and presenting the product that satisfy the actual need of the customer. Design/Methodology/Approach: To achieve the aims of the study, a questionnaire of 24 item has been used. The sample included 60 individuals from various parts of the organization. According to the purpose of the study, two main hypotheses were formulated. A set of statistical methods of the SPSS vr.24 has been used. Findings: It is concluded that there is a significant impact relationship between the quality function deployment and customer satisfaction. Research/Practical/Social Implications: The study is regarded as a an administrative, social and technical system in order to achieve customer's satisfaction. Originality/Value: The value of the study is that it is an attempt to draw attention to the necessity of adopting the quality function deployment as a philosophy of quality assurance and reinforcing it as a part of the organization culture for the sake of the improvement and supporting the competitive aspect.