期刊名称：Dokuz Eylül Üniversitesi Sosyal Bilimler Enstitüsü Dergisi
印刷版ISSN：1302-3284
电子版ISSN：1308-0911
出版年度：2014
卷号：16
期号：1
页码：11-22
语种：Turkish
出版社：Dokuz Eylul Univeristy
摘要：Abstract Companies operating in today’s world have to adapt to constantly evolving and changing conditions of the competition to survive no matter which sector they work in. Companies adapting to change continue to live for years but those that cannot adapt doesn’t exist so long. Adapting to change is possible only by answering the expectation of customers. Quality Function Deployment (QFD) and Structural Equation Modeling (SEM) which has growing importance in recent years are combined in this study. In QFD, voice of customer is determined by using SEM and an application example about a GSM operator is presented. Keywords: Voice of Customer, Quality Function Deployment, Structural Equation Model.
关键词：Voice of Customer, Quality Function Deployment, Structural Equation Model;Müşterinin Sesi, Kalite Fonksiyon Göçerimi, Yapısal Eşitlik Modeli
