Implementation of fuzzy quality function deployment to service sector

Recent progresses in the service sector forces the companies to put significant effort to survive and compete. The most successful and the best way of survival is to learn and respond to the needs and expectations of customers. In this study, the Fuzzy Quality Function Deployment method is used to show the importance of listening to 'the voice of the customers' in the service sector. In the first chapter of this study, the definition of service concept, features of service, customer satisfaction, and perceived and expected service quality are mentioned. The importance of putting customer's satisfaction and perceived and expected service quality to the focal point for an enterprise is explained. The second chapter contains the description, historical background, objectives, usefulness and shortcomings of Quality Function Deployment and quality house. By the use of Quality Function Deployment and by listening to the "voice of customers", it is shown that the expectations of the customers can be satisfied. In the third chapter, the definition of fuzzy logic, the diversity and usefulness of its applications are explained. In the last chapter, the application techniques of fuzzy Quality Function Deployment, and the formulas used in this study are given. Based on the applied survey results, a Fuzzy Quality Function Deployment matrix is constructed and the pertinent graphs are drawn and interpreted.