Development of hybrid quality function deployment-analytical network process framework for e-services strategy formulation

This study aims to develop a framework that can be use in analysing the quality of e-services and formulating strategic steps. The research method used is mixed method. The proposed framework is a combination of quality function deployment and analytical network process (QFD-ANP). The study used questionnaires to determine the quality of e-services, which then would be translated into QFD-ANP for negative-value dimensions. The result framework applied to a case study that is e-services in the Directorate of Licensing and Fishermen Affairs. The final outcome of the case study is a priority sequence of strategies for improving the quality of e-services comprising of seven steps: e-services application training for service providers, setting competency standards for service personnel, simplifying features, make the service provider SOP, update user manual, improving the service receiver's SOP and providing communication facilities through special features in e-services.