Improving the Quality of Hospital Services Through the Integration of Servqual, Kano, and Two Iterations of Quality Function Deployment (QFD)

Authors

  • Ghina Rafidah Telkom University
  • Ratih Hendayani Telkom University
  • Riski Taufik Hidayah Telkom University

DOI:

https://doi.org/10.54099/aijb.v3i2.987

Keywords:

Healthcare, Hospital, Kano, Service Quality, Quality Function Deployment (QFD)

Abstract

Purpose – This research focuses on the problem of decreasing the number of private hospital visits, one of the causes of which is patient dissatisfaction with the healthcare services provided. This research aims to design recommendations for improving the quality of a hospital's health services based on the perceived needs of patients so that it is hoped that patient satisfaction can be achieved well.

Methodology/approach – The literature review defines service quality and patient requirements in this research. Servqual and Kano questionnaires are used in this research, with 150 patients as respondents. After the quantitative data has been obtained and analyzed, the next step is to collect qualitative data by conducting interviews with health service management experts. By using QFD analysis, the relations between patient requirements and service characteristics are obtained. Targeted health service criteria will be chosen to be used as recommendations to improve hospital services.

Findings – Some patient requirements are not optimally fulfilled by the hospital. Service characteristics and service critical parts are prioritized for the recommendation in improving the hospital health services.

Novelty/value – The research combines scientific disciplines marketing, namely Service Quality (Servqual) and scientific disciplines operations management, namely Kano and Quality Function Deployment (QFD) first iteration (House of Quality) and second iteration (Part Deployment), with the hospital’s health service as the research object. The integration can be used in other service companies, especially in health services.

Author Biographies

Ghina Rafidah, Telkom University

Ghina Rafidah, is a master's student in the Magister of Management department, Faculty of Economics and Business, at Telkom University. She is also a bachelor's degree graduate majoring in Industrial Engineering, Faculty of Industrial Engineering, at Telkom University. Her interest in operational improvement and innovation research, management science, and statistics led her to work as a project management assistant for a private company in Indonesia. She also has experience as a statistics and operational research laboratory assistant, core staff of a marketing management science organization, assistant lecturer in marketing science, and assistant lecturer in operational research science. Her research was published at a national conference held by Industrial Engineering Conference, in Indonesia.

Ratih Hendayani, Telkom University

Ratih Hendayani is a senior lecturer and also a head of a programme Bachelor Management Degree of the School of Business and Management at Telkom University, Bandung City, Indonesia. She graduated from the Graduate School of Business University Sains Malaysia with a focus on research in supply chain management. Her papers also already been published in reputable national and international journals, especially in the area of research supply chain and operation management. She is an editor in a reputable national journal called Journal Management Indonesia, and also became a reviewer in several reputable international journals in Emerald Publishing, Elsevier Publishing, and Taylor Francis.

Riski Taufik Hidayah, Telkom University

Riski Taufik Hidayah, PhD, is a senior lecturer of the School of Business and Management at Telkom University, Bandung City, Indonesia. He received his PhD in Doctor of Management Science from Indonesia University of Education, Bandung City, Indonesia. His areas of interest include marketing management, specifically in digital hospitality marketing. His publications have appeared in the International Journal of Professional Business Review, International Journal of Entrepreneurship and Business Management, International Journal of Management and Digital Business, Adpebi International Journal of Multidisciplinary Sciences, Journal of Global Business & Management Research (EBSCO), and Journal of Solid State Technology.

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Published

2024-07-31

How to Cite

Rafidah, G., Hendayani, R., & Hidayah, R. T. (2024). Improving the Quality of Hospital Services Through the Integration of Servqual, Kano, and Two Iterations of Quality Function Deployment (QFD). Asean International Journal of Business, 3(2), 154–168. https://doi.org/10.54099/aijb.v3i2.987

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