QFD application using SERVQUAL for private hospitals: a case study


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

LEADERSHIP IN HEALTH SERVICES, cilt.26, sa.3, ss.175-183, 2013 (ESCI) identifier identifier

  • Yayın Türü: Makale / Tam Makale
  • Cilt numarası: 26 Sayı: 3
  • Basım Tarihi: 2013
  • Doi Numarası: 10.1108/lhs-02-2013-0007
  • Dergi Adı: LEADERSHIP IN HEALTH SERVICES
  • Derginin Tarandığı İndeksler: Emerging Sources Citation Index (ESCI), Scopus
  • Sayfa Sayıları: ss.175-183
  • Anahtar Kelimeler: Health care, Turkey, Private hospitals, Customer requirements, Quality, SERVQUAL, Quality function deployment
  • 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.