Özet:

Tourism competitive conditions nowadays, have made it necessary for businesses to respond for customer demands as quickly as possible. In this case, it becomes important for tourism businesses to translate customer demands into business voice. Quality Function Deployment (QFD) is a technique used for product/service design for customer satisfaction, which enables a tourism business to use all its capabilities for current product/service design in the most effective way in line with customer demands. Quality Function Deployment refers to the development of quality functions that transform customer demands into design goals for tourism businesses and ensure that this understanding is used at every stage of team process. It also includes a coordinated team process that enables the creation of characteristic solution methods by dividing each stage of the product/service development process into sections. Since this method, which can be adapted to many types of businesses, can turn customer demands into business voice, its use in the tourism industry has gained importance in recent years.

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