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Article
An investigation into the application of QFD in e-commerce
International Journal of Productivity and Quality Management (2010)
  • Alec Waterworth, University of Manchester
  • Stephen Eldridge
Abstract

As the nature of business has changed over the last 50 years, with a shift away from manufacturing towards service sector industries, quality management has changed with it. Traditional quality management tools, such as quality function deployment (QFD), which were originally developed within manufacturing, have since become popular in assessing quality in the delivery of a service. Although recent research has highlighted the difference between physical service delivery and service delivery in e-commerce (Parasuraman et al., 2005; Barnes and Vigden, 2002, 2005), there is little documented evidence of these techniques being applied to e-commerce. This study has developed this research further, ultimately demonstrating how organisations can adapt traditional quality management tools to measure quality and guide improvement efforts in an e-commerce environment.

Keywords
  • quality function deployment,
  • QFD,
  • e-commerce,
  • electronic commerce,
  • e-quality,
  • electronic quality,
  • e-services,
  • electronic services,
  • customer satisfaction,
  • eQual,
  • house of quality,
  • manufacturing industry,
  • service industry,
  • service delivery,
  • improvement,
  • productivity,
  • quality management
Publication Date
March, 2010
Citation Information
Alec Waterworth and Stephen Eldridge. "An investigation into the application of QFD in e-commerce" International Journal of Productivity and Quality Management Vol. 5 Iss. 3 (2010)
Available at: http://works.bepress.com/alecwaterworth/1/