Need Analysis for Service Quality as a Proponent in Medical Tourism Industry
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.
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: 01 April 2017
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