How to cite this paper
Adiandari, A., Winata, H., Fitriandari, M & Hariguna, T. (2020). Improving the quality of Internet banking services: An implementation of the quality function deployment (QFD) concept.Management Science Letters , 10(5), 1121-1128.
Refrences
Ariff, M. S. M., Yun, L. O., Zakuan, N., & Jusoh, A. (2012). Examining dimensions of electronic service quality for inter-net banking services. Procedia-Social and Behavioral Sciences, 65(3), 854-859.
Bank, A. D. (2018). Embracing the E-commerce Revolution in Asia and the Pacific.
Brian Hwarng, H., & Teo, C. (2001). Translating customers’ voices into operations requirements-A QFD application in higher education. International Journal of Quality & Reliability Management, 18(2), 195-226.
Besterfield, D. H., Bersterfield-michna, C. , Besterfield, G. H., & Besterfield-sacre, M. (1999). Total Quality Management. Prentice Hall Inc.
Chan, L. K., & Wu, M. L. (1998). Prioritizing the technical measures in quality function deployment. Quality engineer-ing, 10(3), 467-479.
Cohen, L. (1995). Quality Function Deployment: How to Make QFD Work for You. Addison- Wesley, Reading, MA.
David, L., Goetsch, & Davis, S. (2000). Quality management: introduction to total quality management for production, processing, and services. Prentice Hall.
DeYoung, R., Lang, W. W., & Nolle, D. L. (2007). How the Internet affects output and performance at community banks. Journal of Banking & Finance, 31(4), 1033-1060.
Herrmann, A., Huber, F., & Braunstein, C. (2000). Market-driven product and service design: Bridging the gap between customer needs, quality management, and customer satisfaction. International Journal of production economics, 66(1), 77-96.
Hill, A. (1994). Quality function deployment. In: Lock, D. (Ed.), Gower Handbook of Quality Management, second ed. Gover, Brookfield, VT,” 1994. [Online]. Available: https://www.fose1.plymouth.ac.uk/sme/mst324/MST324-04 QFD.htm.
Carnevalli, J. A., & Miguel, P. A. C. (2017). QFD aplication in different countries: a comparison of an exploratory study in Brazil with other surveys. Product: Management & Development, 1(2), 5-18.
Ko, A. S. O., & Lee, S. F. (2000). Implementing the strategic formulation framework for the banking industry of Hong Kong. Managerial Auditing Journal, 15(9), 469-477.
Lim, P. C., Tang, N. K. H., & Jackson, P. M. (1999). Managing service quality: An innovative framework for health care performance measurement Innovation and strategy An innovative framework for health care performance measurement. Management Service Quality, 9(6), 423–433, 1999.
Şanlı, B., & Hobikoğlu, E. (2015). Development of Internet banking as the innovative distribution channel and Turkey ex-ample. Procedia-Social and Behavioral Sciences, 195, 343-352.
Sullivan, L. P. (1986). Quality function deployment. Quality Progress, 39–50.
Stoica, O., Mehdian, S., & Sargu, A. (2015). The impact of internet banking on the performance of Romanian banks: DEA and PCA approach. Procedia Economics and Finance, 20, 610-622.
Terninko, J. (1997). Step-by-Step QFD: Customer-Driven Product Design, second ed. St. Lucie Press, Boca Raton, FL.
Tan, K. C., & Pawitra, T. A. (2001). Integrating SERVQUAL and Kano’s model into QFD for service excellence develop-ment. Managing Service Quality: An International Journal, 11(6), 418-430.
Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). ES-QUAL: a multiple-item scale for assessing electronic ser-vice quality. Journal of Service Research, 7(3), 213-233.
Yuan, X., Lee, H. S., & Kim, S. Y. (1970). Present and future of internet banking in China. The Journal of Internet Bank-ing and Commerce, 15(1), 1-10.
Bank, A. D. (2018). Embracing the E-commerce Revolution in Asia and the Pacific.
Brian Hwarng, H., & Teo, C. (2001). Translating customers’ voices into operations requirements-A QFD application in higher education. International Journal of Quality & Reliability Management, 18(2), 195-226.
Besterfield, D. H., Bersterfield-michna, C. , Besterfield, G. H., & Besterfield-sacre, M. (1999). Total Quality Management. Prentice Hall Inc.
Chan, L. K., & Wu, M. L. (1998). Prioritizing the technical measures in quality function deployment. Quality engineer-ing, 10(3), 467-479.
Cohen, L. (1995). Quality Function Deployment: How to Make QFD Work for You. Addison- Wesley, Reading, MA.
David, L., Goetsch, & Davis, S. (2000). Quality management: introduction to total quality management for production, processing, and services. Prentice Hall.
DeYoung, R., Lang, W. W., & Nolle, D. L. (2007). How the Internet affects output and performance at community banks. Journal of Banking & Finance, 31(4), 1033-1060.
Herrmann, A., Huber, F., & Braunstein, C. (2000). Market-driven product and service design: Bridging the gap between customer needs, quality management, and customer satisfaction. International Journal of production economics, 66(1), 77-96.
Hill, A. (1994). Quality function deployment. In: Lock, D. (Ed.), Gower Handbook of Quality Management, second ed. Gover, Brookfield, VT,” 1994. [Online]. Available: https://www.fose1.plymouth.ac.uk/sme/mst324/MST324-04 QFD.htm.
Carnevalli, J. A., & Miguel, P. A. C. (2017). QFD aplication in different countries: a comparison of an exploratory study in Brazil with other surveys. Product: Management & Development, 1(2), 5-18.
Ko, A. S. O., & Lee, S. F. (2000). Implementing the strategic formulation framework for the banking industry of Hong Kong. Managerial Auditing Journal, 15(9), 469-477.
Lim, P. C., Tang, N. K. H., & Jackson, P. M. (1999). Managing service quality: An innovative framework for health care performance measurement Innovation and strategy An innovative framework for health care performance measurement. Management Service Quality, 9(6), 423–433, 1999.
Şanlı, B., & Hobikoğlu, E. (2015). Development of Internet banking as the innovative distribution channel and Turkey ex-ample. Procedia-Social and Behavioral Sciences, 195, 343-352.
Sullivan, L. P. (1986). Quality function deployment. Quality Progress, 39–50.
Stoica, O., Mehdian, S., & Sargu, A. (2015). The impact of internet banking on the performance of Romanian banks: DEA and PCA approach. Procedia Economics and Finance, 20, 610-622.
Terninko, J. (1997). Step-by-Step QFD: Customer-Driven Product Design, second ed. St. Lucie Press, Boca Raton, FL.
Tan, K. C., & Pawitra, T. A. (2001). Integrating SERVQUAL and Kano’s model into QFD for service excellence develop-ment. Managing Service Quality: An International Journal, 11(6), 418-430.
Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). ES-QUAL: a multiple-item scale for assessing electronic ser-vice quality. Journal of Service Research, 7(3), 213-233.
Yuan, X., Lee, H. S., & Kim, S. Y. (1970). Present and future of internet banking in China. The Journal of Internet Bank-ing and Commerce, 15(1), 1-10.