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Purpose – The purpose of this paper is to propose a quality function deployment analytic hierarchy process (QFD-AHP) framework to improve quality and competitive positioning within the financial services context. The applicability of the model is demonstrated through a case study. Design/methodology/approach – Results of two empirical surveys were utilized to detect the "Voice of the Customer". The first identified main bank selection criteria and questionnaires and exploratory factor analysis were employed. The second utilized structured interviews for the development of the first house of quality (HOQ), relating customer requirements to key market segments. The AHP was used to determine the intensity of the relationships within the HOQ. Findings – In total, six key selection criteria were designated. Analysis incorporated customer needs and evaluations for the bank's current position, future goals related to specific market segments, and competition allocations. "Pricing" was the most important criterion, followed by "effective services" and "location". Research limitations/implications – Data analysis was carried out with data from one relatively large organization. Future research might comprise additional financial institutions and possible comparative analysis regarding criteria and modeling alternatives. In addition, integration of tools such as fuzzy AHP to account for the volatility of bank selection criteria could be of great interest. Practical implications – Prioritizing selection criteria is a valuable tool to help managers focus future improvement efforts and goals in a sector which faces important challenges due to the global financial crisis. As selection criteria and relative importance change due to turbulent financial situation, models such as the proposed allow adaptation, echoing the evolving voice of the customer in the key attributes and performance improvement priorities. Originality/value – The paper develops a model that integrates the AHP and the QFD through which banks will identify key customer segments' needs, as a first step in their effort to improve quality and performance. The authors emphasized the research design to foster face validity. [ABSTRACT FROM AUTHOR]

Purpose – The purpose of this paper is to review the evidence regarding the link between accounting education and the industry, with particular emphasis on the links between accounting education and firm performance. In particular, the paper investigates corporate governance education and its relation to firms' performance, to improve the content of business-related programs at Frederick University. Design/methodology approach – Survey analysis, action research and literature review are used in order to apply the findings of corporate governance research on course programmes at the university. Findings – The main recommendation of the research is that new modules have to be introduced for both the accounting and finance and business administration degrees so as to meet the increasing need for corporate governance education. This is reflected in the interviews of managers, the student questionnaires, the faculty interviews and the literature review on the subject. These new modules will serve the increasing needs of the Cyprus business world towards better corporate governance practices. These modules should cover the main theoretical aspects concerning corporate governance and the empirical findings concerning corporate governance education and its relation with performance. Originality/value – The paper provides new insights as to how corporate governance research could be applied to business-related degree courses at a university in Cyprus. [ABSTRACT FROM AUTHOR]

Purpose – The purpose of this paper is to promote the integration of quality function deployment (QFD) with quantitative methods in an attempt to enhance its effectiveness and resolve issues like the failure of prioritizing customer requirements and determining proper importance levels. Design/methodology/approach – This paper discusses the combination of QFD with analytic hierarchy process-analytic network process (AHP-ANP) and DEAHP-DEANP methodologies to prioritize selection criteria in a service context. DEAHP is a hybrid method, developed by Ramanathan. Data envelopment analysis (DEA) is embedded in the AHP methodology and potentially replaces the eigenvalue method. In this paper DEAHP is used for completing the relationship matrix of house of quality (HOQ). Furthermore, in accordance with the DEAHP method, a methodological framework for completing the roof matrix of HOQ is developed, based on DEA and ANP techniques-DEANP. The implementation of QFD along with the above mentioned quantitative approaches is studied utilizing data from the Greek banking sector, and a comparative analysis is conducted. Findings – The illustrative implementation offers support to the compatibility of the two alternative approaches demonstrating both applicability and ease of use. Results suggest that the QFD-DEAHP-DEANP methodology provides superior information since it offers more robust sensitivity analysis outcomes. Originality/value – The novelty of this research lies in the innovative idea to use QFD in conjunction with DEAHP and in the development of the DEANP method. The proposed methodology is a valuable tool for identifying strategic opportunities and gaining sustainable advantage since it helps service providers to capture the mix of services that customers are expecting them to offer. [ABSTRACT FROM AUTHOR]

Purpose – The purpose of this paper is to promote successful application of quality function deployment (QFD) combined with quantitative techniques in service organizations. Design/methodology/approach – The paper assesses advantages and disadvantages of implementing the QFD method in service organizations. It discusses the integration of quantitative techniques with QFD in order to overcome some of the problems that organizations face in its application. The implementation of QFD along with AHP and ANP is studied within the bank sector. With the intention of completing the first House of Quality and thus prioritizing customers' bank selection criteria, a field survey was carried out with customers of a bank. Also, information from interviews with the bank's managers was utilized. Findings – The real world illustration confirms the compatibility between QFD, AHP and ANP and demonstrates the applicability and ease of use of the proposed model. Originality/value – A procedure is presented to help practitioners of this improved QFD framework deal with the challenges of quick response to dynamic shifts in customer needs by automating the House of Quality (HOQ). The paper could be useful to academics and practitioners in developing the integrated QFD-AHP-ANP method to design high quality services in various services. [ABSTRACT FROM AUTHOR]