here - ERIM - Erasmus Universiteit Rotterdam

A validation Study of House of Quality key performance indicators
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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