The study and analysis of service quality in hospital:the application of QFD and MCDM

• Main Author: 陳虹吟
• Other Authors: 王文良
• Format: Others
• Language: zh-TW
• Published: 2007
• Online Access: http://ndltd.ncl.edu.tw/handle/50093481780520167323

碩士 === 中華大學 === 資訊管理學系(所) === 95 === With the prosperity and development of the society and economy, the demands of quality of medical service are higher and higher. And after the National Health Insurance been coming into effect, quality of medical service has become an important issue. In Taiwan, under the circumstances of enormous patients going to the hospital seeking for cure everyday and demanding better quality of medical service, it has become a critical issue for the hospitals looking for a better way to improve the service quality and increase the satisfaction of the their patients. It consists of three steps in this study：First, we utilized PZB SERVQUAL model to build up criteria for measuring the quality of medical service for hospitals, under five constructs: Tangibles, Reliability, Responsiveness, Assurance, and Empathy, with 43 criteria. Then we applied FDM to extract factors found in PZB SERVQUAL, where there are 18 of them stood out as the most important factors. Then SAM and　FAHP were applied to prioritize the weights of these 18 factors. Finally, we deployed Quality Function Deployment, through which the technical requirements related to the customer requirements shall be identified and integrated toward the customer’s satisfaction, such that the quality of medical service can be improved.