Application of quality methodologies to the development of a website

Abstract

Nowadays, service delivery is strongly linked to the use of new technologies and of the internet channel. However, there are also countless websites misconceived and without any concern about customers' expectations. The companies should identify which requirements are really important for customers and conceive the service provided by the websites according to the 'voice of the customer'. In this piece of research, a methodology based on several Quality tools, namely the Kano's questionnaire and the HOQ, is proposed to develop websites based on customers' needs and expectations. An empirical study was developed within the framework of online travel agencies. The study was based on a combined sample of real customers of online travel agencies with individuals participating in advanced courses of web design.