Integration quality function deployment and analytic hierarchy process methods to improve service quality

Abstract

Customer needs regarding product and service quality are rising. Because of the economic recession, the food and beverage industry faces strong competition. Customer needs can be satisfied only by understanding their needs. Therefore, this study uses Quality Function Deployment (QFD) and the Analytic Hierarchy Process (AHP) to clarify customer needs and to explore the most effective options to improve service quality in the vegetarian foods industry. This study primary objective included: (1) Prioritizing customer needs to vegetarian food providers according to the level of importance and (2) Prioritizing technology quality for improving products and services as a reference for vegetarian food providers.