Quality Function Deployment and Kano Model for Service Quality Improvement of UNEJ Medical Center

Abstract

The competition among health care industries in Indonesia is rapidly developing. UNEJ Medical Center (UMC) is a health service unit provided by the University of Jember, Indonesia. UMC's improvement of service quality is a must to fulfill the customer expectation and compete with other health care providers. This study aims to improve UMC's service quality by using the Quality Function Deployment (QFD) Kano Model. The type of research is the quantitative descriptive method. The Lemeshow formula was performed to determine the number of samples. Forty-two patients and five staff were selected as respondents using accidental sampling. Primary data and secondary data were used to answer the research question. The data collected were analyzed by performing the QFD analysis, including the House of Quality and Kano model. Based on the analysis result, there were eight attributes recommended for improvement. These attributes are the accuracy of prescription, a friendly doctor, the accuracy of doctors' diagnoses, obtaining the correct information, a rapid examination, a medical ward, friendly UMC staff, and a well-ordered queue.