Integration of Servqual, KANO, and QFD for Hospital Service Quality Management

Wahyudi, Rahman Dwi and Rosiawan, Muhammad and Alda, Mamlu’atur Rahmawati (2025) Integration of Servqual, KANO, and QFD for Hospital Service Quality Management. PROZIMA (Productivity, Optimization and Manufacturing System Engineering), 9 (1). pp. 14-22. ISSN 2541-5115

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Abstract

Quality has become a research concern in the field of manufacturing or services. Currently, there are several tools available that can be used to improve service quality. Each tool has advantages and disadvantages, so integration between tools is needed to increase the effectiveness and efficiency of improvement efforts. Some tools that can be integrated to evaluate service quality comprehensively are SERVQUAL, KANO, and QFD. This scientific article provides experiential information on applying quality tool integration in the health sector. A hospital was selected as a case study for an example of the application of service quality improvement steps. The trial of SERVQUAL, KANO, and QFD integration in the case study showed that the integration of SERVQUAL and KANO selected 30% of critical service attributes that need improvement. Furthermore, QFD plays a role in executing the improvements effectively and efficiently.

Item Type:	Article
Uncontrolled Keywords:	SERVQUAL, KANO, QFD, service quality, hospital
Subjects:	T Technology > TA Engineering (General). Civil engineering (General)
Divisions:	Faculty of Engineering > Department of Industrial Engineering
Depositing User:	RAHMAN DWI WAHYUDI
Date Deposited:	08 Jul 2025 06:50
Last Modified:	08 Jul 2025 06:50
URI:	http://repository.ubaya.ac.id/id/eprint/48931

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