Atıf İçin Kopyala
Camgöz Akdağ H., TARIM M., Lonial S., Yatkin A.
LEADERSHIP IN HEALTH SERVICES, cilt.26, sa.3, ss.175-183, 2013 (ESCI)
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Yayın Türü:
Makale / Tam Makale
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Cilt numarası:
26
Sayı:
3
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Basım Tarihi:
2013
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Doi Numarası:
10.1108/lhs-02-2013-0007
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Dergi Adı:
LEADERSHIP IN HEALTH SERVICES
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Derginin Tarandığı İndeksler:
Emerging Sources Citation Index (ESCI), Scopus
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Sayfa Sayıları:
ss.175-183
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Anahtar Kelimeler:
Health care, Turkey, Private hospitals, Customer requirements, Quality, SERVQUAL, Quality function deployment
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İstanbul Teknik Üniversitesi Adresli:
Evet
Özet
Purpose - The purpose of this paper is to describe how quality function deployment (QFD) methodology was employed for translating customer needs and expectations into the quality characteristics in a private healthcare setting. This case study illustrates how an existing approach of SERVQUAL and QFD integration can be applied for quality improvement.