QFD Application Using Combined ANP-DEMATEL Approach for Improving Service Quality: A Case Study of Dental Clinic

سال انتشار: 1393
نوع سند: مقاله ژورنالی
زبان: انگلیسی
مشاهده: 682

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شناسه ملی سند علمی:

JR_IJARIE-1-2_002

تاریخ نمایه سازی: 26 اردیبهشت 1394

چکیده مقاله:

The Quality Function Deployment method (QFD) is one of the most effective tools of designing and improving quality being used in order to supply customer’s requirements and enhancing his/her satisfaction. The main purpose of this research is to prioritize the identifiers of improving service quality 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.

کلیدواژه ها:

Quality function deployment Analytic network process DEMATEL Technical requirements Customer requirements

نویسندگان

Mohammad Hassan Pourkhandani

Department of Industrial Engineering, Najafabad Branch, Islamic Azad University, Najafabad, Iran

SeyedJavad Iranban

Department of Management, Shiraz Branch, Islamic Azad University, Shiraz, Iran

SeyedMasoud Seyedi

Department of Management, Shiraz Branch, Islamic Azad University, Shiraz, Iran