| The management approach known as Quality Function Deployment (QFD) embraces the philosophy that customers drive everything an organization does in the process of developing and delivering services. This study investigated customer requirements in a Christian youth services program using two powerful tools of QFD, the Voice of the Customer, and the Kano Model of customer satisfaction. New definitions were proposed for customer satisfaction, where Fulfillment of customer requirements concerns customer perceptions about service design and the process of service delivery; and Satisfaction of requirements is related to perceptions about actual service delivery and the gratification resulting from receipt of services. Results validated the three types of requirements proposed by the Kano Model and showed that customers do distinguish between requirement fulfillment and satisfaction as separate dimensions of overall satisfaction level. Further research is indicated to evaluate the impact of factors proposed in this study as determinates of customer requirement satisfaction. |
