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Implementing healthcare service quality enhancement using a cloud-support QFD model integrated with TODIM method and linguistic distribution assessments

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  • Ru-xin Nie
  • Zhang-peng Tian
  • Chin Kwai Sang
  • Jian-qiang Wang

Abstract

Quality function deployment (QFD) is an effective customer-oriented technique for enhancing healthcare service quality. Implementing QFD, patient requirements (PRs) should be firstly identified and prioritized to satisfy patients’ expectation. PRs expressed by human language should be interpreted and converted into technical requirements (TRs) under uncertain situations. The prioritization of TRs should consider patients’ bounded rationality ensuring the quality enhancement fit their psychological behaviors. This paper proposes a cloud-support QFD model to improve above phases. First, a best-worst method based PRs prioritizing phase is built to generate reliable and consistent weights of PRs. Then, a translating phase is constructed based on linguistic distribution assessments and asymmetric normal clouds to interpret patients’ voice and model the correlations. The phase of prioritizing TRs is proposed based on TODIM to better reflect patients’ psychological behaviors. Finally, a case study, sensitive and comparative analyses are provided to show the reliability of the proposed model.

Suggested Citation

  • Ru-xin Nie & Zhang-peng Tian & Chin Kwai Sang & Jian-qiang Wang, 2022. "Implementing healthcare service quality enhancement using a cloud-support QFD model integrated with TODIM method and linguistic distribution assessments," Journal of the Operational Research Society, Taylor & Francis Journals, vol. 73(2), pages 207-229, March.
    • Handle: RePEc:taf:tjorxx:v:73:y:2022:i:2:p:207-229
    DOI: 10.1080/01605682.2020.1824554
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    Cited by:

    1. Wu, Qun & Liu, Xinwang & Zhou, Ligang & Qin, Jindong & Rezaei, Jafar, 2024. "An analytical framework for the best–worst method," Omega, Elsevier, vol. 123(C).
    2. Abdulhakim S. Alburaidi & Ahmed M. Al-Wathinani & Mohammed M. Aljuaid & Abdullah S. Almuhaidly & Krzysztof Goniewicz, 2023. "Sustainable Resilience in Healthcare Delivery: A Comparative Study on Safety Awareness in Hospital-Based and Pre-Hospital EMS in Times of Crisis," Sustainability, MDPI, vol. 15(15), pages 1-15, July.
    3. Liu, Xiao & Li, Ming-Yang, 2024. "Sustainable service product design method: Focus on customer demands and triple bottom line," Journal of Retailing and Consumer Services, Elsevier, vol. 80(C).
    4. Hua Shi & Ling-Xiang Mao & Ke Li & Xiang-Hu Wang & Hu-Chen Liu, 2022. "Engineering Characteristics Prioritization in Quality Function Deployment Using an Improved ORESTE Method with Double Hierarchy Hesitant Linguistic Information," Sustainability, MDPI, vol. 14(15), pages 1-19, August.

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