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A validation Study of House of Quality key performance indicators
The perceived importance of the items is measured by the KANO model in part II and III of the
survey. In part II respondents are asked how they feel when a certain performance characteristic is
available at the online union whereas in part III respondents are asked how they feel when a certain
performance characteristic is missing. Importance’s of each characteristic is measured on a five-point
scale with the following answer options; I enjoy it that way – I expect it that way – I am neutral – I
dislike it, but can live with it – I dislike and do not accept it.
Evans and Mathur (2005) discusses the advantages and weaknesses of an online survey. The main
advantages of an online survey for the current research study will be discussed below, followed by
the most important weaknesses:
- Flexibility: One of the main advantages is that an online survey is flexible in a way that it can be
conducted in different formats. For example; an e-mail with an invitation and link to the survey, a
pop-up when a person is visiting a website. For this research the survey was implemented in an
online survey tool (Global Park). An e-mail invitation with a link was send to all members of the
online union.
- Speed and Timeliness: Members of the online union are geographically dispersed over the
Netherlands. Due to the speed and global reach of the internet an online survey makes is possible to
interact with geographically dispersed respondents.
- Convenience: The third important advantage of an online survey will be the fact that respondents
can fill in the survey on a convenient time and take as much time for answering the questions as they
need.
- Ease of data entry and analysis: For respondents an online survey is a relative simple way to fill in a
questionnaire. The answers of the survey will be automatically transferred into data that can be used
for statistical analysis. Therefore time needed for inputting and processing data will reduce
significantly.
- Controlled Sampling: Online surveys offer different formats to generate samples. For this research
the database of members of the online union was used to compose the research sample. An email
that invited members to participate was send to all approximately 1000 registered members.
Advantage for De Unie is that by inviting the members, the organization shows to be interested in
member’s opinions and therefore enhances its relationship with her members.
The most important weaknesses of an online survey relevant for this research:
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