Application of quality function deployment in accommodation operation

Quality is a rising value today. In addition to its conceptual importance, quality has also become the benchmark within the service sector. The service sector, whose importance increases day by day within the scope of international trade, is seen as an indicator of developed economies. For this reason, the goal of increasing its share in the general economy by increasing the quality in the service sector has gained great importance. The right model and method should be used in purposeful studies. Among these methods, it is possible to count Quality Function Deployment, which attracts great attention today. Quality Function Deployment (QFD), which emerged in Japan in 1966, attracted attention with its successful applications. The QFD method, as a customer-oriented product design and development model, has become applicable with the use of a technical language and detailed calculations, as well as a social and psychological language. In this study, the effect of the KFG method applied in an accommodation business in the service sector has been observed. An average of 12.4% increase occurred in meeting consumer requirements. The highest increases were determined in children's club service, garden and general hygiene with 28.2%, 26.5% and 23.1%, respectively. The 3-month summer period occupancy rate increased from 75% to 89% on average with the KFG application and it was determined that the KFG application had a positive effect on sales. In addition, staff turnover in the enterprise has decreased from 40% to 20% on average.