here - ERIM - Erasmus Universiteit Rotterdam

A validation Study of House of Quality key performance indicators
Chapter 2 (Theoretical Framework): presents the results of the literature review. This chapter will be
divided into four parts. The first part will discuss the content of this research in terms of the current
situation for representative organizations like unions and potentials for new concepts. The context
will be described within the second part and focuses on virtual communities whereas the third part
will discuss the process of improvement by an extensive review of the SERVQUAL and Kano models
and the concept of the Quality Function Deployment. The literature review will constitute as the
foundation for the conceptual framework that is present in the last part of this chapter.
Chapter 3: (Methodology) discusses the methodology for the current research study. This chapter
presents the research design, data description, instrument development and validity and reliability
aspects of the measures.
Chapter 4: Results Empirical study; this chapter is divided into three parts. The first part will discuss
the process and findings of the exploratory research to the needs of the members, indicated as key
performance drivers of the online union. Results of the interviews with employees as well as a group
of members of the online union will be presented. From these results several propositions are
formulated. The second part of this chapter presents an extensive analysis of the results of the
conducted online survey. To find empirical evidence for the formulated propositions, several
statistical tests like Factor analysis and multiple regression analysis will be discussed. Furthermore,
the information gathered by the online survey will function as input for the construction of the
House of Quality in the third part of this chapter. The third part presents a broad description of the
construction of the House of Quality for the online union. The House of Quality is used to provide De
Unie direction for informed decision making in the ongoing process of improving the online union, as
the House of Quality directly links the technical requirements to the needs of the members.
Chapter 5: (Conclusions and recommendations) will discuss the conclusions, implications and ideas
for further research. This chapter will describe an answer to the problem statement, realization of
objectives, theoretical and empirical conclusions from the research, managerial implications and
limitations and directions for further research.
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