Feride Bahar Kurtulmuşoğlu

Quality improvement strategies of highway bus service based on a fuzzy quality function deployment approach

In this study, fuzzy quality function deployment (FQFD) is used as a tool to improve service quality in the passenger transportation industry. QFD enables firms to hear the voice of the customer appropriately and integrate it with the technical language in design processes. However, the nature of uncertainty and subjectivity in service delivery processes makes it difficult to employ QFD consistently. This study provides an empirical example of how FQFD could be appropriately used. ‘Employee’ and ‘tangibility of buses’ are the items from the hybrid views of both customers and service provider managers who require the most attention when differentiating a passenger transportation service from a rivals. The vital technical requirements relate to ‘employees’, ‘the features of buses’, and ‘error-free services’.

Combined analysis of service expectations and perceptions in lodging industry through quality function deployment

This study is the first empirical attempt of how quality function deployment (QFD) can be employed as a service quality design and improvement tool in the lodging industry. It combines two complementary perspectives of managers and customers regarding improving service quality in the lodging industry. This study empirically depicts a case where QFD was employed to design service delivery processes in the lodging industry, taking both customer demands and service provider expert knowledge and opinions. First, the dimensions concerning customer needs and expectations are tangibles, food, the adequate features of rooms and housekeeping, communication and accessibility, assurance and responsiveness, reliability, well-cared spaces, and equipment. Even though QFD has been used in the manufacturing industry, it has rarely been utilised in service design processes in the lodging industry. In this regard, this study has the potential to fill a perceived gap in the literature concerning methods to improve service quality through effective service design function using QFD in this industry.

Motivations and destination selection of mature international thalassotherapy tourists

Because of population ageing worldwide, awareness of the motives of mature tourists is more important than ever. Previous studies show that, among others, income level, distance and education influence the decisions of tourists when choosing a travel destination. However, studies on health tourism suggest that these general conclusions may mask differences across different age groups. For instance, older people place greater reliance on their savings than their current income for tourism expenditure. We take this line of research and examine destination selection of mature international thalassotherapy tourists in conjunction with their motivations (as a subdivision of thermal tourism) across two age groups: 54 years and under and 55 years and over. We conduct a panel data analysis on 78 countries from which tourists in Turkey received thalassotherapy from 2012 to 2014. We find that the 55 years and over age group is less sensitive to income levels but more sensitive to distance and education than the other age group.

A case study on shopping malls attributes for young consumers

Purpose This study aims to determine the mall criteria that are the most crucial for the youth market by determining the winning brand in comparison to other offerings to understand what is required to gain a competitive advantage and to differentiate a mall from its rivals. Design/methodology/approach This study chose the Stochastic Multicriteria Acceptability Analysis-2 method to evaluate the mall preferences of young people. By using this method, the various criteria were evaluated for more than one alternative to find the best solution. JSMA program was used to analyze the data. The survey was administered using the mall intercept method to reduce sample bias. Findings The study identifies that the criteria that have the highest impact on the mall preferences of young people are the mall campaigns for loyal customers; the traffic in the mall locality and the mall’s parking facilities; the mall’s facilities for disabled people; the quality of the mall locality; and the quality of the people visiting the mall. The study reveals that a mall’s physical features, its facilities and the criteria related to employees have a very low impact on the mall choices of young people. The study further finds that the youth market has very low satisfaction levels for all of the identified criteria. This study reveals that this macro accessibility criterion is less relevant for the youth market than for the general population. Originality/value Despite the importance of this market, there is insufficient research on the shopping behavior of young people. They have a considerable impact on the purchasing decisions of their families, significant disposable income and constitute the future market for the sector. This study uniquely enables the sequential ordering of customers’ decision-making criteria and determines the effectiveness or impact of these criteria in the mall sector.

Heterogeneity in the determinants of length of stay across middle age and senior age groups in thermal tourism

ABSTRACT Water has been seen as a healing source of life for centuries. Even the placebo effect of thermal therapies increases consumers’ well-being. Especially with easy traveling options demand for thermal therapies are on the rise. Users of thermal therapies are mostly composed of seniors. Even though age groups in the senior market have heterogeneous needs, managers assume them to be homogenous. Measuring thermal tourism demand by the length of stay, this study analyzed the determinants affecting the length of stay of older thermal tourists. The length of stay is predicted to have been affected by age, purchasing power, physical distance, and seasonal preferences. Even though all of the above have an effect on the length of stay, we find that age is the main determinant deciding the duration. These results may serve as a starting point for policymakers and tourism managers to tailor strategies to increase income streams associated with length of stay.

Quality improvement initiatives based on customer and service provider perspectives in shopping malls

Purpose The purpose of this study is to optimize and improve service delivery configurations by integrating both customers’ and service providers’ perspectives into service delivery design processes using quality function deployment (QFD) methodology at shopping malls. Design/methodology/approach QFD is used to determine and close the gap between the most important customer needs and expectations and the opinions of service providers using a unique platform. Findings On customer side, the highest relative weight was given to “prompt response to customer concerns”, “not being crowded and loud”, “providing services for disabled customers” and “security of mall” customer expectations. On engineering side, “employees’ attributes, the size of parking area, reliable service, the time to find a product, the size of mall, disabled friendly infrastructure and the number of elevators and escalators” were determined to be the most important technical requirements. Originality/value Integrating the voice of customer into the voice of engineering, this study is the first attempt to describe how QFD methodology could be used to holistically optimize service delivery configurations in the mall industry. Unlike conventional QFD that ignores the cost perspective, this study has implications for operations managers with regard to solving resource allocation problems.