Developing two-step quality function development for analyzing and prioritizing the quality of work life according to the employee’s performance and based on the customer satisfaction (airport agencies as case)

The aim of this study is to offer a two-step quality function development for analyzing and prioritizing the quality of work life. This can be useful in increasing the customer’s satisfaction through influencing and improving the employee’s performance. This study was conducted in the Isfahan airport agencies. In order to conduct the study, two steps were conducted. In the first step, the service components were evaluated by the experts and were scored through comparison matrix, and finally were prioritized by analytical hierarchy process. So, key performance measures were prioritized through replacing these factors in the house of quality matrix. The primary results of this matrix indicate contacting with clients, knowledge and skill, responsibility and confidence, perception and inferential potentials, work dominance, learning potential and the effect of education, work discipline and legitimation in the workplace are the most important factors in comparison to other ones. If these factors are reinforced, then they have important role in increasing service quality and satisfying the customer’s needs and expectations. In the second step, the prioritized performance measures that have been concluded from house of quality matrix in the first step were located in the model as inputs and also quality of work life factors were located in the Walton model. It was resulted from house of quality matrix that the following factors can be effective in increasing and improving the employee’s effective performance and also leads to improve service quality and the customer’s satisfaction.