Integrating Kano Model and Quality Function Deployment for designing service in hospital front office

Purpose: The aims of this study are twofold: first, it attempts to investigate service attributes in a hospital front office; and second, to identify strategies to improve those service attributes. Design/methodology: This study used integration of Quality Function Deployment and Kano Model. The res...

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Detalhes bibliográficos
Autores: Priyono, Anjar, Yulita, Andina
Tipo de documento: artigo
Data de publicação:2017
País:España
Recursos:Universitat Politècnica de Catalunya (UPC)
Repositório:UPCommons. Portal del coneixement obert de la UPC
Idioma:inglês
OAI Identifier:oai:upcommons.upc.edu:2117/112595
Acesso em linha:https://hdl.handle.net/2117/112595
https://dx.doi.org/10.3926/ic.1001
Access Level:Acceso aberto
Palavra-chave:Customer services
Hospitals--Administration
Quality function deployment
Service quality
Kano Model
Quality Function Deployment
Hospital front office
House of Quality
Serveis d'atenció al client
Hospitals -- Administració
Desplegament de la funció de qualitat
Àrees temàtiques de la UPC::Economia i organització d'empreses::Gestió de la qualitat
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spelling Integrating Kano Model and Quality Function Deployment for designing service in hospital front officePriyono, AnjarYulita, AndinaCustomer servicesHospitals--AdministrationQuality function deploymentService qualityKano ModelQuality Function DeploymentHospital front officeHouse of QualityServeis d'atenció al clientHospitals -- AdministracióDesplegament de la funció de qualitatÀrees temàtiques de la UPC::Economia i organització d'empreses::Gestió de la qualitatPurpose: The aims of this study are twofold: first, it attempts to investigate service attributes in a hospital front office; and second, to identify strategies to improve those service attributes. Design/methodology: This study used integration of Quality Function Deployment and Kano Model. The research instrument, which takes the SERVQUAL model as its starting point, was developed using a comprehensive set of techniques, including a literature review of relevant topics, interviews and focus group discussions. Using a sample of 140 customers of an international hospital situated in Yogyakarta, Indonesia, 14 service attributes required by customers were identified. The attributes, which were further categorised into 5 attractive, 4 one-dimensional and 5 ‘must-be’ attributes, were analysed using the Kano Model. Findings: Using the integrated QFD and Kano Model, the service attributes needed for improvement were identified. The results are different from those when the company used either SERVQUAL or QFD alone. This study also reveals that benchmarking with competitor might produce misleading results. The results are different when the analysis combined a comprehensive method of QFD and Kano Model. Practical implications: Service providers will benefit from the findings of this study, as both the service attributes and technical requirements that require improvement as a priority are identified.Originality/value: It is the first time that front office quality of hospital is examined using integrated method of SERVQUAL, QFD and Kano Model. The recommendations proposed from this comprehensive method offer novel solution that has never been found in existing study.Peer ReviewedOmniaScience20172017-12-0120182018-01-10journal articlehttp://purl.org/coar/resource_type/c_6501NAhttp://purl.org/coar/version/c_be7fb7dd8ff6fe43info:eu-repo/semantics/articleapplication/pdfhttps://hdl.handle.net/2117/112595https://dx.doi.org/10.3926/ic.1001reponame:UPCommons. Portal del coneixement obert de la UPCinstname:Universitat Politècnica de Catalunya (UPC)Inglésengopen accesshttp://purl.org/coar/access_right/c_abf2Attribution-NonCommercial 3.0 Spainhttp://creativecommons.org/licenses/by-nc/3.0/es/info:eu-repo/semantics/openAccessoai:upcommons.upc.edu:2117/1125952026-05-27T15:37:01Z
dc.title.none.fl_str_mv Integrating Kano Model and Quality Function Deployment for designing service in hospital front office
title Integrating Kano Model and Quality Function Deployment for designing service in hospital front office
spellingShingle Integrating Kano Model and Quality Function Deployment for designing service in hospital front office
Priyono, Anjar
Customer services
Hospitals--Administration
Quality function deployment
Service quality
Kano Model
Quality Function Deployment
Hospital front office
House of Quality
Serveis d'atenció al client
Hospitals -- Administració
Desplegament de la funció de qualitat
Àrees temàtiques de la UPC::Economia i organització d'empreses::Gestió de la qualitat
title_short Integrating Kano Model and Quality Function Deployment for designing service in hospital front office
title_full Integrating Kano Model and Quality Function Deployment for designing service in hospital front office
title_fullStr Integrating Kano Model and Quality Function Deployment for designing service in hospital front office
title_full_unstemmed Integrating Kano Model and Quality Function Deployment for designing service in hospital front office
title_sort Integrating Kano Model and Quality Function Deployment for designing service in hospital front office
dc.creator.none.fl_str_mv Priyono, Anjar
Yulita, Andina
author Priyono, Anjar
author_facet Priyono, Anjar
Yulita, Andina
author_role author
author2 Yulita, Andina
author2_role author
dc.subject.none.fl_str_mv Customer services
Hospitals--Administration
Quality function deployment
Service quality
Kano Model
Quality Function Deployment
Hospital front office
House of Quality
Serveis d'atenció al client
Hospitals -- Administració
Desplegament de la funció de qualitat
Àrees temàtiques de la UPC::Economia i organització d'empreses::Gestió de la qualitat
topic Customer services
Hospitals--Administration
Quality function deployment
Service quality
Kano Model
Quality Function Deployment
Hospital front office
House of Quality
Serveis d'atenció al client
Hospitals -- Administració
Desplegament de la funció de qualitat
Àrees temàtiques de la UPC::Economia i organització d'empreses::Gestió de la qualitat
description Purpose: The aims of this study are twofold: first, it attempts to investigate service attributes in a hospital front office; and second, to identify strategies to improve those service attributes. Design/methodology: This study used integration of Quality Function Deployment and Kano Model. The research instrument, which takes the SERVQUAL model as its starting point, was developed using a comprehensive set of techniques, including a literature review of relevant topics, interviews and focus group discussions. Using a sample of 140 customers of an international hospital situated in Yogyakarta, Indonesia, 14 service attributes required by customers were identified. The attributes, which were further categorised into 5 attractive, 4 one-dimensional and 5 ‘must-be’ attributes, were analysed using the Kano Model. Findings: Using the integrated QFD and Kano Model, the service attributes needed for improvement were identified. The results are different from those when the company used either SERVQUAL or QFD alone. This study also reveals that benchmarking with competitor might produce misleading results. The results are different when the analysis combined a comprehensive method of QFD and Kano Model. Practical implications: Service providers will benefit from the findings of this study, as both the service attributes and technical requirements that require improvement as a priority are identified.Originality/value: It is the first time that front office quality of hospital is examined using integrated method of SERVQUAL, QFD and Kano Model. The recommendations proposed from this comprehensive method offer novel solution that has never been found in existing study.
publishDate 2017
dc.date.none.fl_str_mv 2017
2017-12-01
2018
2018-01-10
dc.type.none.fl_str_mv journal article
http://purl.org/coar/resource_type/c_6501
NA
http://purl.org/coar/version/c_be7fb7dd8ff6fe43
dc.type.openaire.fl_str_mv info:eu-repo/semantics/article
format article
dc.identifier.none.fl_str_mv https://hdl.handle.net/2117/112595
https://dx.doi.org/10.3926/ic.1001
url https://hdl.handle.net/2117/112595
https://dx.doi.org/10.3926/ic.1001
dc.language.none.fl_str_mv Inglés
eng
language_invalid_str_mv Inglés
language eng
dc.rights.none.fl_str_mv open access
http://purl.org/coar/access_right/c_abf2
Attribution-NonCommercial 3.0 Spain
http://creativecommons.org/licenses/by-nc/3.0/es/
dc.rights.openaire.fl_str_mv info:eu-repo/semantics/openAccess
rights_invalid_str_mv open access
http://purl.org/coar/access_right/c_abf2
Attribution-NonCommercial 3.0 Spain
http://creativecommons.org/licenses/by-nc/3.0/es/
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv OmniaScience
publisher.none.fl_str_mv OmniaScience
dc.source.none.fl_str_mv reponame:UPCommons. Portal del coneixement obert de la UPC
instname:Universitat Politècnica de Catalunya (UPC)
instname_str Universitat Politècnica de Catalunya (UPC)
reponame_str UPCommons. Portal del coneixement obert de la UPC
collection UPCommons. Portal del coneixement obert de la UPC
repository.name.fl_str_mv
repository.mail.fl_str_mv
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score 15.228081

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