QFD Application Using Combined ANP-DEMATEL Approach for Improving Service Quality: A Case Study of Dental Clinic
- سال انتشار: 1393
- محل انتشار: فصلنامه تحقیقات کاربردی در مهندسی صنایع، دوره: 1، شماره: 2
- کد COI اختصاصی: JR_APRIE-1-2_005
- زبان مقاله: انگلیسی
- تعداد مشاهده: 157
نویسندگان
Department of Industrial Engineering, Najafabad Branch, Islamic Azad University, Najafabad, Iran
Department of Management, Shiraz Branch, Islamic Azad University, Shiraz, Iran
Department of Management, Shiraz Branch, Islamic Azad University, Shiraz, Iran
چکیده
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 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.کلیدواژه ها
Quality Function Deployment, Analytic Network Process, DEMATEL, Technical Requirements, Customer requirementsاطلاعات بیشتر در مورد COI
COI مخفف عبارت CIVILICA Object Identifier به معنی شناسه سیویلیکا برای اسناد است. COI کدی است که مطابق محل انتشار، به مقالات کنفرانسها و ژورنالهای داخل کشور به هنگام نمایه سازی بر روی پایگاه استنادی سیویلیکا اختصاص می یابد.
کد COI به مفهوم کد ملی اسناد نمایه شده در سیویلیکا است و کدی یکتا و ثابت است و به همین دلیل همواره قابلیت استناد و پیگیری دارد.