| Issue |
MATEC Web of Conferences
Volume 150, 2018
Malaysia Technical Universities Conference on Engineering and Technology (MUCET 2017)
|
|
|---|---|---|
| Article Number | 05024 | |
| Number of page(s) | 10 | |
| Section | Education, Social Science & Technology Management | |
| DOI | https://doi.org/10.1051/matecconf/201815005024 | |
| Published online | 23 February 2018 | |
The Optimization Concept of Service Fulfillment Measurement: A Research on Surgery Care
1
School of Business Innovation and Technopreneurship (PPIPT), Universiti Malaysia Perlis (UniMAP), Kangar, Perlis, Malaysia
2
Center of Excellence Geopolymer & Green Technology (CeGeoGTech), School of Material Engineering, Universiti Malaysia Perlis (UniMAP), Perlis, Malaysia
3
Faculty of Business and Entrepreneurship, Universiti Malaysia Kelantan (UMK), PengkalanChepa, Kelantan, Malaysia
4
Centre of International Languages, Universiti Malaysia Perlis (UniMAP), Pauh Putra, Perlis, Malaysia
5
Universitas Ubudiyah Indonesia, Jln Alue Naga Desa Tibang, Banda Aceh, Indonesia
* Corresponding author: norshahrizan@unimap.edu.my
This paper presents an optimization concept of service fulfillment measurement. Service delivery is assumed free from constraint, while service fulfillment is expected to achieve by maximizing the customer preferences. As the constraints are considered, the customer preferences are developed in a form of new model to set the optimum level of variables. The concepts will be further improved for medium and large scale optimization, which capable to evaluate the customer requirement in Kano-QFD integration. The results were also validated based on Kano Model and Quality Function Deployment (QFD) is integrated for patient attribute and service attribute prioritization. The new non-linear Kano-QFD service satisfaction model has been developed, tested and validated with Kano model to facilitate the analysis and decision making for better service delivery improvement.
© The Authors, published by EDP Sciences, 2018
This is an Open Access article distributed under the terms of the Creative Commons Attribution License 4.0, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited. (http://creativecommons.org/licenses/by/4.0/).
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