Evaluation of end user satisfaction in TOKI houses by integration of kano model to QFD

This study aims to prioritize end-user (customer) needs by using the integration of Kano Model to QFD (Quality Functional Deployment) method in order to determine end-user satisfaction in mass housing projects constructed by TOKI for low and middle income level and to increase end-user satisfaction in future projects It was prepared. In the content of the study, questionnaire method was used as data collection method. Simple random sampling method was chosen as the sampling method. The data were collected with the help of QFD and Kano questionnaire. The raw data collected from the questionnaires were prepared in Excel environment in accordance with the methodology applied, the kano model evaluation table was processed to the existing customer satisfaction evaluation table and the results were transferred to the Planning Matrix of the Quality House of the QFD with the integrated Kano Model, and the corrected significance levels and percentages were determined. Finally, customer needs are classified under the name of design, material and workmanship, and end-user needs are prioritized.