QFD Application Using Combined ANP-DEMATEL Approach for Improving Service Quality: A Case Study of Dental Clinic
Author(s):
Article Type:
Research/Original Article (بدون رتبه معتبر)
Abstract:
The Quality Function Deployment method (QFD) is one of the most effective tools of designing and improving quality being used in order to supply customers requirements and enhancing his/her satisfaction. The main purpose of this research is to prioritize the identifiers of improving servicequality of dental clinic using QFD approach and combined ANP and DEMATEL with fuzzy approach. Initially in this research, patients demands were determined. Before ranking, the patients demands were classified based on dimensions of SERVQUAL model, then they were ranked by the combined ANP and DEMATEL with fuzzy approach. Then, technical requirements were determined by nominal group technique. At last, the matrix of house of quality (HOQ) was completed that the most significant technical requirements include holding training courses, purchasing modern equipment, and recruiting skilled and committed personnel.
Keywords:
Language:
English
Published:
Journal of Applied Research on Industrial Engineering, Volume:1 Issue: 2, Spring 2014
Pages:
112 to 129
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