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A validation Study of House of Quality key performance indicators
2.6 Conceptual model ....................................................................................................................... 40
Chapter 3 – Methodology ........................................................................................................... 43
3.1 Research Design .......................................................................................................................... 43
3.2 Data description .......................................................................................................................... 43
Phase I: Exploratory research; defining member’s needs ............................................................. 44
Phase II Quantitative research; online survey ............................................................................... 44
Phase III Establishing the House of Quality ................................................................................... 45
3.3 Instrument development and quality ......................................................................................... 45
Chapter 4 - Results Empirical Study ............................................................................................ 49
4.1 Phase I: Results exploratory research ......................................................................................... 49
4.1.1 Interviews with employees of the online union ................................................................... 50
4.1.2 Interviews with the members of the online union ............................................................... 51
4.2 Results Quantitative research ..................................................................................................... 54
4.2.1 Sample description ............................................................................................................... 54
4.2.2 Factor analyse ....................................................................................................................... 57
Scale Reliablity ............................................................................................................................... 59
Correlations ................................................................................................................................... 60
4.2.3 Multiple Regression Analysis ................................................................................................ 60
4.3 Establishing the House of Quality; translating “What” into “How” ............................................ 62
4.3.1 Gap analysis ......................................................................................................................... 62
4.3.2 Kano Analysis ........................................................................................................................ 64
4.3.3 Data Collection House of Quality ......................................................................................... 65
4.3.4 The House of Quality ............................................................................................................ 66
4.4 Summary empirical results .......................................................................................................... 69
4.4.1 Exploratory research ............................................................................................................. 69
4.4.2 Conclusions Quantitative results .......................................................................................... 69
4.4.3 Conclusions House of Quality ............................................................................................... 70
Chapter 5 - Conclusions, Implications and Recommendations ...................................................... 71
5.1 Synopsis ....................................................................................................................................... 71
5.2 Central Conclusion ....................................................................................................................... 71
5.3 Implications ................................................................................................................................. 72
5.4 Methodological value .................................................................................................................. 73
5.5 Recommendations for future research ....................................................................................... 73
References ................................................................................................................................. 75
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