Service quality function deployment by the C-shaped QFD 3D matrix: The case of post bank services Available to Purchase

Maryam Hassani received her MSc in Industrial Management at the Department of Management, University of Isfahan, Isfahan, Iran. Currently, she is a researcher of the quality management research group at the University of Isfahan. Her research interests include service quality management and quality management tools and techniques.

Arash Shahin is Full Professor at the Department of Management and the Director of Quality Management Research Group at the University of Isfahan, Iran. He received his PhD in Quality Engineering from the Newcastle University, UK. His research interests include quality engineering and management, supply chain management, maintenance management and innovation management. Professor Shahin has been the author of 11 books, five book chapters and 480 published papers in national and international journals and conferences since 1994.

Manouchehr Kheradmandnia is Assistant Professor at the Department of Statistics, University of Isfahan. He received his PhD in Statistics from University of Kent, UK. His research interests include multivariate statistics (Bayesian and classical); multivariate statistical process control (Bayesian and classical) and modern multivariate methods. Dr Kheradmandnia has been the author of five books and 70 published papers in national and international journals and conferences since 1992.