Enhance Internet Banking Service Quality with Quality Function Deployment Approach

摘要: Internet banking providers tend to introduce consumers as many services possible very often without knowing what the customers really want and expect from them. Within traditional environment it was almost impossible monitor record data on secondby- second actions interactions with customers. The fact is that electronic allows capture enormous amount of information about customer behaviour during whole process service consumption collect their opinions requirements in different forms. However, first question whether are able analyse conceptualise them further translate into design specifications. issue concerns an e-service quality management framework based customers' would allow managing services, developing measurement system so facilitating full control over environment. Quality Function deployment (QFD) a distinguished product technique primary oriented deliver 'voice customer' throughout every single planning activity. Taking account trends moving products online this paper demonstrates application QFD outlines links among management, its concepts, tools services. resulted formulating current dimensions, disclosed deficiencies provided decision support for e-banking managers.