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Need Analysis for Service Quality as a Proponent in Medical Tourism Industry

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The aim of the study is to analyze service quality as a proponent in medical tourism industry in Jakarta. The study focused on service quality as a prominent issue in the era of competition. The study also provided the service process design characteristics (SPDCs) and priorities for service solutions. The data collection is conducted in Jakarta based on the inpatients and outpatients population. Quality Function Deployment (QFD) is utilized to transliterate the customer’s needs into technical responses. House of Quality, as the tool, espoused service characteristics identification into requirements specification. The method prioritized SPDCs research endeavors and elucidated the significance of service quality management for providing better service. The result signified that two comprehensive sets of customer’s requirements and SPDCs were developed, which in turn supported by House of Quality Analysis.
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Keywords: Customer; House of Quality; Medical Tourism; QFD; SPDCs; Service Quality

Document Type: Research Article

Affiliations: 1: Language Center, Faculty of Humanities, BINUS University, Indonesia 2: Tourism Department, Faculty of Economics and Communication, BINUS University, Jl. Kemanggisan Ilir III No. 45, Kemanggisan, Palmerah Jakarta Barat 11480, Indonesia

Publication date: April 1, 2017

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  • ADVANCED SCIENCE LETTERS is an international peer-reviewed journal with a very wide-ranging coverage, consolidates research activities in all areas of (1) Physical Sciences, (2) Biological Sciences, (3) Mathematical Sciences, (4) Engineering, (5) Computer and Information Sciences, and (6) Geosciences to publish original short communications, full research papers and timely brief (mini) reviews with authors photo and biography encompassing the basic and applied research and current developments in educational aspects of these scientific areas.
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