Improving customer satisfaction via QFD structure for the identification of critical risk factors: An application from computer technology in Turkey

ABSTRACT: The purpose of this study is to understand that the quality function deployment matrix that has been successfully used for developing products from customer needs can also be applied to improve the service quality of laptop companies. This study also helps in assessing the power of these critical risk factors in the context of taking care of the customer expectations and would, therefore, help the risk management of the customer satisfaction in strengthening the bond between the producers and their customers.