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A validation Study of House of Quality key performance indicators
4.2 Results Quantitative research
This section presents the results of the quantitative research study. Several attributes investigated in
the first phase are integrated into the survey model. Based on the SERVQUAL model, an online
questionnaire was designed to measure gaps between the actual performance and the member’s
expectations of the online union. By integrating the Kano model we are able to categorize the
attributes according to the influence of each of the attributes on member’s satisfaction. The
collected data will be used to test the propositions formulated in section 4.1.2. Hence, data collected
by the online survey will function as input for the construction of the House of Quality (Tan and
Pawitra, 2001).
Section 4.2.1 presents the demographics of the research population whereas section 4.2.2 presents
the statistical analysis of the survey data. Based on qualitative research to the needs of the members
we conducted five dimensions (Table 2).A factor analysis will be performed to test the structure of
the composed dimensions. After the factor analysis, we will execute a multiple regression analysis to
test for the influence of each of the dimensions on the overall performance of the online union in
section 4.2.3
4.2.1 Sample description
Within three weeks 120 respondents have finished the questionnaire. From a total sample of 1000
registered members this results in a response rate of 12%. Except from the question “What is the
name of your company”, all questions were mandatory which resulted in a dataset without missing
values. Before starting the analysis we filtered the data on respondents duration time to complete
the questionnaire. Respondents whose duration time was shorter than seven minutes were filtered
out. Based on the average time of 12,5 minutes, a duration time less than seven minutes assumes
that they have not filled in the questionnaire seriously enough. After expectation of the dataset, four
respondents were filtered out resulting in a final dataset of 116 respondents.
Based on the demographic questions we shaped a general descriptive profile of the member
population of the online union (Table 3). Specific work and union related characteristics will be
discussed later in this section. From the general characteristics as presented in Table 1, we can
conclude that the majority of the sample is male, merely of the age of 50 or higher, educated with a
MBO or HBO (Bachelors) degree, full-time employed, living together with an employed partner and
merely settled in the region Noord-Brabant. As mentioned before, the main target group of the
online union are young professionals. Therefore it is surprising to see that most of the respondents
are of the age of 50 or higher. One explanation might be that at the start of the online union a
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