Comparative Study of Customer Satisfaction for Four Service Center by Using House of Quality (HoQ)

The comparative study between four service center was constructed from the development of House of Quality (HoQ). HoQ is a simple and attractive service innovation tool which can be used to directly show a comprehensive information which contained the voice of customer (VOC), technical response, technical correlation and matrix relationship. The indirect information is a report on technical and planning part which shows the comparison between four service center. This study revealed that the information from HoQ with further discussion on planning part which can be used to assist management in knowing the overall detail information of service center achievement and recognizes the solution for unsatisfied customer through priority improvement activity to enhance the customer satisfaction in future. (author)