A systematic fuzzy QFD model and its application to hotel service design

It is important for hotel industry to provide high quality service so as to increase customer satisfaction. The hotel industry traditionally tries to investigate customer satisfaction via the guest comment card. Unfortunately, it lacks a method to convert the collected massages to applicable suggestions. Quality function deployment (QFD) is a customer-oriented product and service design method. The aim of this study is to provide a QFD-based service improvement model for the hotel industry. Accordingly, we have proposed a nine-step house of quality model, which combines fuzzy logic in the human language judgments and entropy method to assess customer need competitive priority. Finally, a case study is presented to examine the validity of the proposed model.