BibTex RIS Kaynak Göster

QUALITY FUNCTION DEPLOYMENT IN EFFECTIVE WEBSITE DESIGN: AN APPLICATION IN E-STORE DESIGN

Yıl 2006, Cilt: 7 Sayı: 1, 41 - 63, 01.03.2006

Öz

Understanding customers’ expectations from a product and service is one of the most important issues in marketing. Quality Function Deployment (QFD) is an effective tool to develop a product, service, process, software, website and finally e-store (online shopping website) design from customers’ perspectives or wants. In this paper, how an e-store can be designed using QFD and House of Quality (HOQ) methodologies is highlighted. Researches and interviews are conducted on 30 e-customers (electronic or online shopping customers) in order to find out what e-customers want and to understand e-customers’ expectations from e-store design. At the end of this study, some e-store design recommendations that will enable the e-store designer to deliver a higher level of e-customer satisfaction are made.

Kaynakça

  • Akao, Y. (Ed.) (1990), Quality function deployment: integrating customer requirements into product design. (Translated by Glenn Mazur) Cambridge: Productivity Press.
  • Akao, Y. (1997), QFD: Past, Present, and Future, International Symposium on QFD ’97. Retreived June, 15, 2005, from http://www.qfdi.org/QFD_History.pdf
  • Armacost, R.L., Componation, P.J., Mullens, M.A., and Swart, W.W. (1994), An AHP Framework for Prioritizing Customer Requirements in QFD: An Application to Industrialized Housing. IIE Transactions, 26 (4), 72-79.
  • Barnett, W.D. and Raja, M.K. (1995), Application of QFD to the software development process. International Journal of Quality and Reliability Management, 12 (6), 24-42.
  • Barutçu, S., and Özdipçiner, N. (2003), Ergonomics in Website Design and Marketing Activities Relations (An application in e-stores), 9th National Ergonomics Congress Proceeding, Pamukkale University, 32-40. (Published in Turkish) Web Tasarımında Ergonomi ve Pazarlama Faaliyetleri İlişkisi (Sanal Mağazalarda Bir Uygulama), 9.Ulusal Ergonomi Kongresi Bildiri Kitabı, Pamukkale Üniversitesi, 32-40.
  • Chan, L., and Wu, M. (2005), A systematic approach to quality function deployment with a full illustrative example. Omega, 33 (2), 119- 139.
  • Chan, L., and Wu, M. (2002), Quality Function Deployment: A literature review. European Journal of Operational Research, 143 (3), 463- 497.
  • Cohen, L. (1995), Quality Function Deployment: How to Make QFD Work for You. Reading, MA: Addison-Wesley.
  • Constantinides, E. (2002), The 4S Web-Marketing Mix model. Electronic Commerce Research and Applications, 1 (1), 57-76.
  • Erikkson, I., and McFadden, F. (1992), Quality function deployment: a tool to improve software quality. Information and Software Technology, 35 (9), 491-8. Expert System, Retrieved June, 15, 2005, from en.wikipedia.org/wiki/Expert_system
  • Forrester Research (2002), Online sales soared 48 percent in 2002, Retreived www.forrester.com/ER/Press/Release/0,1769,801,00.htm
  • Forrester Research (2003), Q2 2003 Online Sales: Same (old) Growth Story, www.forrester.com/ER/Research/Brief/Excerpt/0,1317,17238, 00.html June, 15, 2005, from
  • Govers, C.P.M. (2001), QFD not just a tool but a way of quality management. International Journal of Production Economics, 69 (2), 151-159.
  • Govers, C.P.M. (1996), What and how about Quality Function Deployment (QFD), International Journal of Production Economics, 46–47, 575-585.
  • Haag, S., Raja M.K., and Schkade L.L. (1996), Quality Function Deployment Usage in Software Development. Communications of the ACM, 39 (1), 41-49.
  • Han, B.S., Chen S.K., Ebrahimpour, M., and Sodhi, M.S. (2001), A conceptual QFD planning model. International Journal of Quality and Reliability Management, 18 (8), 796-812.
  • Hauser, J.R., and Clausing, D. (1988), The House of Quality. Harvard Business Review, May-June 1988, 63-73.
  • Herzwurm, G., and Schockert S. (2003), The leading edge in QFD for software and electronic Business. International Journal of Quality and Reliability Management, 20 (1), 36-55.
  • Herzwurm, G., Schockert, S., and Melis, W. (2000), Joint Requirements Engineering: QFD for Rapid Customer-Focused Software and Internet-Development. Vieweg-Gabler.
  • Braunschweig, Wiesbaden, Germany:
  • ISO/IEC 9126 (1991), Information technology-Software Product Evaluation-Quality characteristics and guidelines for their use. Retrieved www.cse.dcu.ie/essiscope/sm2/9126ref.html 15, 2005, from
  • Klien, L.R. (1990), New Techniques for Listening to the Voice of the Customer, The 2nd Symposium on Quality Function Deployment, June 1990, Retrieved June, 15, 2005, from www.ams- inc.com/publications/reprints.asp?id=3
  • Li, S. (2005), A Web-enabled hybrid approach to strategic marketing planning: Group DelphiCa Web-based expert system. Expert Systems with Applications, 29, 393–400.
  • Lockamy, A., and Khurana, A. (1995), Quality function deployment: total quality management for new product design. International Journal of Quality and Reliability Management, 12 (6), 73-84.
  • Marcus, A. (2002), Return on Investment for Usable User-Interface Design: Examples and Statistic. Retrieved June, 15, 2005, from http://www.amanda.com/resources/ROI/ AMA_ROIWhitePaper_28Feb02.pdf
  • Marsot, J. (2005), QFD: A Methodological Tool for Integration of Ergonomics at the Design Stage. Applied Ergonomics, 36 (2), 185- 192.
  • Mazur, G. (1993), QFD for service industries: From Voice of Customer to Task Deployment, Fifth Symposium on Quality Function Deployment, Michigan, June 1993.
  • Natarajan, R.N., Martz, R.E., and Kurosaka, K. (1999), Applying QFD to Internal Service System Design. Quality Progress, 32 (2), 65-70.
  • Nielsen, J., Coyne, K.P., and Tahir, M. (2001), Make it usable. PC Magazine. http://www.pcmag.com/article2/0,4149,33821,00.asp February, 06, from
  • Quality Function Deployment, Retrieved June, 11, 2005, from www.qfdi.org Software, QFD Retrieved June, 11, from www.qfdi.org/software.htm
  • QFD Capture, Retrieved June, 11, 2005, from www.qfdcapture.com
  • Rosen, D.E. and Purinton, E. (2004), Website design: Viewing the web as a cognitive landscape. Journal of Business Research, 57(7), 787- 794.
  • Sharma, A. and Sheth, J.N. (2004), Web-based marketing: The coming revolution in marketing thought and strategy. Journal of Business Research, 57 (7), 696-702.
  • Türkiye İstatistik Kurumu-Turkish Statistical Institute, Retrieved September, 21, 2005, from www.tuik.gov.tr
  • Wan, H.A. (2000), Opportunities to enhance a commercial website. Information and Management, 38 (1), 15-21.
  • www.amazon.com, Retrieved June, 15, 2005.
  • www.hepsiburada.com, Retrieved June, 15, 2005.

QUALITY FUNCTION DEPLOYMENT IN EFFECTIVE WEBSITE DESIGN: AN APPLICATION IN E-STORE DESIGN

Yıl 2006, Cilt: 7 Sayı: 1, 41 - 63, 01.03.2006

Öz

Understanding customers’ expectations from a product and service is one of the most important issues in marketing. Quality Function Deployment (QFD) is an effective tool to develop a product, service, process, software, website and finally e-store (online shopping website) design from customers’ perspectives or wants. In this paper, how an e-store can be designed using QFD and House of Quality (HOQ) methodologies is highlighted. Researches and interviews are conducted on 30 e-customers (electronic or online shopping customers) in order to find out what e-customers want and to understand e-customers’ expectations from e-store design. At the end of this study, some e-store design recommendations that will enable the e-store designer to deliver a higher level of e-customer satisfaction are made.

Kaynakça

  • Akao, Y. (Ed.) (1990), Quality function deployment: integrating customer requirements into product design. (Translated by Glenn Mazur) Cambridge: Productivity Press.
  • Akao, Y. (1997), QFD: Past, Present, and Future, International Symposium on QFD ’97. Retreived June, 15, 2005, from http://www.qfdi.org/QFD_History.pdf
  • Armacost, R.L., Componation, P.J., Mullens, M.A., and Swart, W.W. (1994), An AHP Framework for Prioritizing Customer Requirements in QFD: An Application to Industrialized Housing. IIE Transactions, 26 (4), 72-79.
  • Barnett, W.D. and Raja, M.K. (1995), Application of QFD to the software development process. International Journal of Quality and Reliability Management, 12 (6), 24-42.
  • Barutçu, S., and Özdipçiner, N. (2003), Ergonomics in Website Design and Marketing Activities Relations (An application in e-stores), 9th National Ergonomics Congress Proceeding, Pamukkale University, 32-40. (Published in Turkish) Web Tasarımında Ergonomi ve Pazarlama Faaliyetleri İlişkisi (Sanal Mağazalarda Bir Uygulama), 9.Ulusal Ergonomi Kongresi Bildiri Kitabı, Pamukkale Üniversitesi, 32-40.
  • Chan, L., and Wu, M. (2005), A systematic approach to quality function deployment with a full illustrative example. Omega, 33 (2), 119- 139.
  • Chan, L., and Wu, M. (2002), Quality Function Deployment: A literature review. European Journal of Operational Research, 143 (3), 463- 497.
  • Cohen, L. (1995), Quality Function Deployment: How to Make QFD Work for You. Reading, MA: Addison-Wesley.
  • Constantinides, E. (2002), The 4S Web-Marketing Mix model. Electronic Commerce Research and Applications, 1 (1), 57-76.
  • Erikkson, I., and McFadden, F. (1992), Quality function deployment: a tool to improve software quality. Information and Software Technology, 35 (9), 491-8. Expert System, Retrieved June, 15, 2005, from en.wikipedia.org/wiki/Expert_system
  • Forrester Research (2002), Online sales soared 48 percent in 2002, Retreived www.forrester.com/ER/Press/Release/0,1769,801,00.htm
  • Forrester Research (2003), Q2 2003 Online Sales: Same (old) Growth Story, www.forrester.com/ER/Research/Brief/Excerpt/0,1317,17238, 00.html June, 15, 2005, from
  • Govers, C.P.M. (2001), QFD not just a tool but a way of quality management. International Journal of Production Economics, 69 (2), 151-159.
  • Govers, C.P.M. (1996), What and how about Quality Function Deployment (QFD), International Journal of Production Economics, 46–47, 575-585.
  • Haag, S., Raja M.K., and Schkade L.L. (1996), Quality Function Deployment Usage in Software Development. Communications of the ACM, 39 (1), 41-49.
  • Han, B.S., Chen S.K., Ebrahimpour, M., and Sodhi, M.S. (2001), A conceptual QFD planning model. International Journal of Quality and Reliability Management, 18 (8), 796-812.
  • Hauser, J.R., and Clausing, D. (1988), The House of Quality. Harvard Business Review, May-June 1988, 63-73.
  • Herzwurm, G., and Schockert S. (2003), The leading edge in QFD for software and electronic Business. International Journal of Quality and Reliability Management, 20 (1), 36-55.
  • Herzwurm, G., Schockert, S., and Melis, W. (2000), Joint Requirements Engineering: QFD for Rapid Customer-Focused Software and Internet-Development. Vieweg-Gabler.
  • Braunschweig, Wiesbaden, Germany:
  • ISO/IEC 9126 (1991), Information technology-Software Product Evaluation-Quality characteristics and guidelines for their use. Retrieved www.cse.dcu.ie/essiscope/sm2/9126ref.html 15, 2005, from
  • Klien, L.R. (1990), New Techniques for Listening to the Voice of the Customer, The 2nd Symposium on Quality Function Deployment, June 1990, Retrieved June, 15, 2005, from www.ams- inc.com/publications/reprints.asp?id=3
  • Li, S. (2005), A Web-enabled hybrid approach to strategic marketing planning: Group DelphiCa Web-based expert system. Expert Systems with Applications, 29, 393–400.
  • Lockamy, A., and Khurana, A. (1995), Quality function deployment: total quality management for new product design. International Journal of Quality and Reliability Management, 12 (6), 73-84.
  • Marcus, A. (2002), Return on Investment for Usable User-Interface Design: Examples and Statistic. Retrieved June, 15, 2005, from http://www.amanda.com/resources/ROI/ AMA_ROIWhitePaper_28Feb02.pdf
  • Marsot, J. (2005), QFD: A Methodological Tool for Integration of Ergonomics at the Design Stage. Applied Ergonomics, 36 (2), 185- 192.
  • Mazur, G. (1993), QFD for service industries: From Voice of Customer to Task Deployment, Fifth Symposium on Quality Function Deployment, Michigan, June 1993.
  • Natarajan, R.N., Martz, R.E., and Kurosaka, K. (1999), Applying QFD to Internal Service System Design. Quality Progress, 32 (2), 65-70.
  • Nielsen, J., Coyne, K.P., and Tahir, M. (2001), Make it usable. PC Magazine. http://www.pcmag.com/article2/0,4149,33821,00.asp February, 06, from
  • Quality Function Deployment, Retrieved June, 11, 2005, from www.qfdi.org Software, QFD Retrieved June, 11, from www.qfdi.org/software.htm
  • QFD Capture, Retrieved June, 11, 2005, from www.qfdcapture.com
  • Rosen, D.E. and Purinton, E. (2004), Website design: Viewing the web as a cognitive landscape. Journal of Business Research, 57(7), 787- 794.
  • Sharma, A. and Sheth, J.N. (2004), Web-based marketing: The coming revolution in marketing thought and strategy. Journal of Business Research, 57 (7), 696-702.
  • Türkiye İstatistik Kurumu-Turkish Statistical Institute, Retrieved September, 21, 2005, from www.tuik.gov.tr
  • Wan, H.A. (2000), Opportunities to enhance a commercial website. Information and Management, 38 (1), 15-21.
  • www.amazon.com, Retrieved June, 15, 2005.
  • www.hepsiburada.com, Retrieved June, 15, 2005.
Toplam 37 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Bölüm Makaleler
Yazarlar

Süleyman Barutçu Bu kişi benim

Yayımlanma Tarihi 1 Mart 2006
Yayımlandığı Sayı Yıl 2006 Cilt: 7 Sayı: 1

Kaynak Göster

APA Barutçu, S. (2006). QUALITY FUNCTION DEPLOYMENT IN EFFECTIVE WEBSITE DESIGN: AN APPLICATION IN E-STORE DESIGN. Dokuz Eylül Üniversitesi İşletme Fakültesi Dergisi, 7(1), 41-63.
AMA Barutçu S. QUALITY FUNCTION DEPLOYMENT IN EFFECTIVE WEBSITE DESIGN: AN APPLICATION IN E-STORE DESIGN. Dokuz Eylül Üniversitesi İşletme Fakültesi Dergisi. Mart 2006;7(1):41-63.
Chicago Barutçu, Süleyman. “QUALITY FUNCTION DEPLOYMENT IN EFFECTIVE WEBSITE DESIGN: AN APPLICATION IN E-STORE DESIGN”. Dokuz Eylül Üniversitesi İşletme Fakültesi Dergisi 7, sy. 1 (Mart 2006): 41-63.
EndNote Barutçu S (01 Mart 2006) QUALITY FUNCTION DEPLOYMENT IN EFFECTIVE WEBSITE DESIGN: AN APPLICATION IN E-STORE DESIGN. Dokuz Eylül Üniversitesi İşletme Fakültesi Dergisi 7 1 41–63.
IEEE S. Barutçu, “QUALITY FUNCTION DEPLOYMENT IN EFFECTIVE WEBSITE DESIGN: AN APPLICATION IN E-STORE DESIGN”, Dokuz Eylül Üniversitesi İşletme Fakültesi Dergisi, c. 7, sy. 1, ss. 41–63, 2006.
ISNAD Barutçu, Süleyman. “QUALITY FUNCTION DEPLOYMENT IN EFFECTIVE WEBSITE DESIGN: AN APPLICATION IN E-STORE DESIGN”. Dokuz Eylül Üniversitesi İşletme Fakültesi Dergisi 7/1 (Mart 2006), 41-63.
JAMA Barutçu S. QUALITY FUNCTION DEPLOYMENT IN EFFECTIVE WEBSITE DESIGN: AN APPLICATION IN E-STORE DESIGN. Dokuz Eylül Üniversitesi İşletme Fakültesi Dergisi. 2006;7:41–63.
MLA Barutçu, Süleyman. “QUALITY FUNCTION DEPLOYMENT IN EFFECTIVE WEBSITE DESIGN: AN APPLICATION IN E-STORE DESIGN”. Dokuz Eylül Üniversitesi İşletme Fakültesi Dergisi, c. 7, sy. 1, 2006, ss. 41-63.
Vancouver Barutçu S. QUALITY FUNCTION DEPLOYMENT IN EFFECTIVE WEBSITE DESIGN: AN APPLICATION IN E-STORE DESIGN. Dokuz Eylül Üniversitesi İşletme Fakültesi Dergisi. 2006;7(1):41-63.
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