QFD application using SERVQUAL for private hospitals: a case study


Camgöz Akdağ H., TARIM M., Lonial S., Yatkin A.

LEADERSHIP IN HEALTH SERVICES, vol.26, no.3, pp.175-183, 2013 (ESCI) identifier identifier

  • Publication Type: Article / Article
  • Volume: 26 Issue: 3
  • Publication Date: 2013
  • Doi Number: 10.1108/lhs-02-2013-0007
  • Journal Name: LEADERSHIP IN HEALTH SERVICES
  • Journal Indexes: Emerging Sources Citation Index (ESCI), Scopus
  • Page Numbers: pp.175-183
  • Keywords: Health care, Turkey, Private hospitals, Customer requirements, Quality, SERVQUAL, Quality function deployment
  • Istanbul Technical University Affiliated: Yes

Abstract

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.