The paper presents the possibility of the application of QFD method as an effective tool to identify consumer preferences for a new characteristic of a sponge-fatty cake as well as designing of the high quality products of food industry. The consumer expectations were examined in relation to these products, and then translated into technical specifications, important from the point of view of the manufacturer of sponge-fatty cakes. The analysis showed that there is a chance of producing a type of sponge-fatty cakes that will meet the requirements of consumers, and at the same time meet the requirements of nutritionists and technologists. Results of the current study indicated that the main parameters responsible for the quality of the final product, preferred by consumers, are: the appropriate content of liquid and solid fat in the form of crystalline β , and the presence of refined fats. This means that consumers prefer a product that has a high volume and a suitable color, and does not have any perceptible "sandy" or "gritty" texture. The analysis showed that the resulting final product meets the respondents' most rigorous requirements in terms of sponginess, product volume, humidity, brittleness; the analysis also revealed the additional health benefits of our product in comparison to two other products of competing food companies. However, delicate modifications of aroma, smell, and color were necessary. Besides, this paper showed how customers' voice can be heard in order to reduce development and manufacturing costs, improve product quality, provide features that satisfy customer needs, and reduce development time. Furthermore, to give more insight into the problem, in this paper we have adopted a new approach by extending the quality function deployment matrix beyond the house of quality.
The purpose of this paper is to measure and evaluate the quality of banking services with the use of the SERVPERF method. The questionnaire method was applied in the study. The questionnaire was composed of two parts. The first part covered certificate questions specifying the customers of the bank and the second substantial part included the questions of the SERVPERF questionnaire. The author of this paper has studied merely the quality performance pursuant to the assumption of the SERVPERF method adopting the expectations of the customers at the maximum level.
The analysis of the results of the carried out study demonstrates that the biggest quality gap was observed for the dimension tangibles. The study of diversification showed that tangibles, empathy and responsiveness are diversified only by one factor. Education of the respondents was a variable that diversified the greatest number of dimensions.
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