earticle

영어

This paper provides specific implementation solutions for quality improvement in products and services of coffee shops through a case study. SERVQUAL is adopted and modified for this study to identify customer requirements for services of coffee shops. Quality Function Deployment (QFD) is introduced with a house of quality approach to reflect customer requirements in products and services. The house of quality approach involves a pair of houses of quality in this paper, beginning with engineering characteristics for product and services. This study finally draws specific implementation solutions based on the engineering characteristics by using a pair of houses of quality.