Adaption of quality function deployment to online education processes

In Today, the rapid development of technology and science, the globalizing world and increasing competition conditions cause great changes in all fields. These changes affect customer demands and expectations and shape quality studies. The service sector, like all sectors, is undergoing a rapid change in today's conditions. E-learning activities which are one of the service activities are preferred by students because they provide advantages in terms of time, efficiency and productivity. Like all processes, one of the important purposes of E-learning activities is to provide customer satisfaction. In this context, there is a need for quality studies in distance education activities. Quality Function Deployment are flexible and customer-oriented quality technique that transforms these demands into design goals in order to meet customer demands and expectations. In this direction, it is aimed to ensure student satisfaction by adapting QFD to distance education processes. In this study conducted within the scope of the thesis, students' needs with 25 statements were formed by combining 22 variables under 5 dimensions of student feedback and Servqual service quality. The performance and target quality values collected from 152 students were blurred and formed the basis of the performance and target scores of the house of quality. In line with the opinions of the instructors, the degree of increasing student satisfaction was included in the degree of increasing student satisfaction in KFG. With the technical calculations made, the importance scores of the technical requirements were calculated. The fuzzy values were clarified and the study was completed by prioritizing the technical requirements. Considering the results obtained by adapting the fuzzy-based KFG approach to e-learning or online education processes, the technical requirements of placing the evaluation section of the current course in the e-learning system at the end of the course, giving lectures on presentation and teaching techniques in e-learning system and providing live assistance in the e-learning system. It has been recommended that the work to be carried out on the improvement of the system should start with these technical requirements.