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A validation Study of House of Quality key performance indicators Appendix 1: Survey Data............................................................................................................. 81 1.1 Expectation vs. Perceptions ........................................................................................................ 81 Appendix 2: Independent correlations ........................................................................................ 82 Appendix 3 ................................................................................................................................. 84 3.1 Kano matrix ................................................................................................................................. 84 Appendix 4: Case description De Unie ......................................................................................... 85 Appendix 5: Interviews employees’ online labor union. ............................................................... 88 5.1 List of interviewed employees .................................................................................................... 88 5.2 Questions ..................................................................................................................................... 88 5.3 Conclusions interviews with employees ..................................................................................... 90 Appendix 6: Interviews with members online labor union. .......................................................... 93 6.1 List of interviewed members ....................................................................................................... 93 6.2 Questions ..................................................................................................................................... 93 6.3 Conclusions interviews with members. ....................................................................................... 95 Appendix 7: Survey Internetvakbond De Unie ............................................................................. 98 Appendix 8: Statistical Analyses ................................................................................................. 108 8.1 Factor Analysis ........................................................................................................................... 108 x
A validation Study of House of Quality key performance indicators xi List of Figures Figure - 1 House of Quality .................................................................................................................... 16 Figure - 2 Thesis Outline ........................................................................................................................ 19 Figure - 3 Polyinclusion (Go & Fenema, 2003) ...................................................................................... 24 Figure - 4 The Four-Phase model of QFD (Cohen 1995) ........................................................................ 35 Figure - 5 House of Quality .................................................................................................................... 36 Figure - 6 Kano’s model (ReVelle et al, 1998) ....................................................................................... 38 Figure - 7 Conceptual Model (Based on Go, 2005) ............................................................................... 41 Figure - 8 Empirical research design after phase I. ............................................................................... 53 Figure - 9 Frequency site visits .............................................................................................................. 56 Figure - 10 Reason to visit website ........................................................................................................ 56 Figure - 11 Overview gap scores ........................................................................................................... 63 Figure - 12 Kano Categorization ............................................................................................................ 65 Figure - 13 The House of Quality for the online union .......................................................................... 66 List of Tables Table 1 - Virtual Community benefits for consumers and producers (De Valck, 2005) ........................ 32 Table 2 -Service dimensions Online union ........................................................................................... 53 Table 3 - Demographic Characteristics .................................................................................................. 55 Table 4 - Sector of the organization ...................................................................................................... 56 Table 5 - Function of members ............................................................................................................. 56 Table 6 -Rotated component matrix .................................................................................................... 58 Table 7 - Dimensional structure after Factor Analysis .......................................................................... 59 Table 8 - Internal Reliability ................................................................................................................... 60 Table 9 - Correlation matrix .................................................................................................................. 60 Table 10 - Regression Coefficients ........................................................................................................ 61 Table 11 - Technical Correlation Matrix ................................................................................................ 68 Table 12 - Importance rankings How's .................................................................................................. 69
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