LEADERSHIP IN HEALTH SERVICES, vol.26, no.3, pp.175-183, 2013 (ESCI)
Article / Article
LEADERSHIP IN HEALTH SERVICES
Emerging Sources Citation Index (ESCI), Scopus
Health care, Turkey, Private hospitals, Customer requirements, Quality, SERVQUAL, Quality function deployment
Istanbul Technical University Affiliated:
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.