Quality Function Deployment and Kano Model for Service Quality Improvement of UNEJ Medical Center
Didik Pudjo Musmedi
, Evi Nurul Fadhilah , Tatok Endhiarto , Vanya Pinkan Maridelana , Markus Apriono
service quality, Quality Function Deployment (QFD), kano model
The competition among health care industries in Indonesia is rapidly developing. UNEJ Medical Center (UMC) is a health service unit provided by the University of Jember, Indonesia. UMC's improvement of service quality is a must to fulfill the customer expectation and compete with other health care providers. This study aims to improve UMC's service quality by using the Quality Function Deployment (QFD) Kano Model. The type of research is the quantitative descriptive method. The Lemeshow formula was performed to determine the number of samples. Forty-two patients and five staff were selected as respondents using accidental sampling. Primary data and secondary data were used to answer the research question. The data collected were analyzed by performing the QFD analysis, including the House of Quality and Kano model. Based on the analysis result, there were eight attributes recommended for improvement. These attributes are the accuracy of prescription, a friendly doctor, the accuracy of doctors' diagnoses, obtaining the correct information, a rapid examination, a medical ward, friendly UMC staff, and a well-ordered queue.
"Quality Function Deployment and Kano Model for Service Quality Improvement of UNEJ Medical Center", IJSDR - International Journal of Scientific Development and Research (www.IJSDR.org), ISSN:2455-2631, Vol.7, Issue 4, page no.95 - 100, April-2022, Available :https://ijsdr.org/papers/IJSDR2204017.pdf
Volume 7
Issue 4,
April-2022
Pages : 95 - 100
Paper Reg. ID: IJSDR_200221
Published Paper Id: IJSDR2204017
Downloads: 000347288
Research Area: Management
Country: Jember, East Java, Indonesia
ISSN: 2455-2631 | IMPACT FACTOR: 9.15 Calculated By Google Scholar | ESTD YEAR: 2016
An International Scholarly Open Access Journal, Peer-Reviewed, Refereed Journal Impact Factor 9.15 Calculate by Google Scholar and Semantic Scholar | AI-Powered Research Tool, Multidisciplinary, Monthly, Multilanguage Journal Indexing in All Major Database & Metadata, Citation Generator
Publisher: IJSDR(IJ Publication) Janvi Wave
