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INTERNATIONAL JOURNAL OF SCIENTIFIC DEVELOPMENT AND RESEARCH International Peer Reviewed & Refereed Journals, Open Access Journal ISSN Approved Journal No: 2455-2631 | Impact factor: 8.15 | ESTD Year: 2016 open access , Peer-reviewed, and Refereed Journals, Impact factor 8.15 |
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| Paper Title: | Quality Function Deployment and Kano Model for Service Quality Improvement of UNEJ Medical Center |
| Authors Name: | Didik Pudjo Musmedi , Evi Nurul Fadhilah , Tatok Endhiarto , Vanya Pinkan Maridelana , Markus Apriono |
| Unique Id: | IJSDR2204017 |
| Published In: | Volume 7 Issue 4, April-2022 |
| Abstract: | 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. |
| Keywords: | service quality, Quality Function Deployment (QFD), kano model |
| Cite Article: | "Quality Function Deployment and Kano Model for Service Quality Improvement of UNEJ Medical Center", International Journal of Science & Engineering Development Research (www.ijsdr.org), ISSN:2455-2631, Vol.7, Issue 4, page no.95 - 100, April-2022, Available :http://www.ijsdr.org/papers/IJSDR2204017.pdf |
| Downloads: | 000337074 |
| Publication Details: | Published Paper ID: IJSDR2204017 Registration ID:200221 Published In: Volume 7 Issue 4, April-2022 DOI (Digital Object Identifier): Page No: 95 - 100 Publisher: IJSDR | www.ijsdr.org ISSN Number: 2455-2631 |
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