here - ERIM - Erasmus Universiteit Rotterdam

A validation Study of House of Quality key performance indicators
During the pre-test, grammatical inaccuracies were rectified and when needed the items were
further clarified. The pre-test was equipped with comment boxes that gave respondents the
opportunity to comment on its wording, instructions and length. The time needed to complete the
questionnaire was considered to be +/- 10 minutes. Pre-test showed out that the time ranged from 8
till 13 minutes which was in line with the expectations and adequate for the respondents. The length
of the questionnaire was appropriate and in cooperation with De Unie we decided to add one more
item to the dimension tangibles in order to gather more information about member’s preferences
for custom made service aspects. After the pre-test the questionnaire was administered to 1000
registered members of the online union, resulting in 120 respondents in three weeks (calendar week
42, 43 and 44) who completed the questionnaire. In the current research a “complete” questionnaire
means that there are no missing values in the data set which means all questions were answered.
The developed questionnaire consists of the following features:
PART I
PART II
PART III
PART IV
- Based on the SERVQUAL method, twenty-two items measured by two
questions to determine gaps between the perceived and expected
services of the online union.
- Based on the Kano method, twenty-two questions to measure perceived
importance when characteristics are available (functional).
- Based on the Kano method, twenty-two questions to measure perceived
importance when characteristics are not available (dysfunctional).
- Thirteen demographic questions (respondent’s age, gender, education,
name of the company, work sector of company, job function, work
experience, years of work in recent firm, years of work in recent position,
household situation, region of living, frequency visits online union,
reason for visiting online union).
The final questionnaire, as distributed to the members, can be found in Appendix V.
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