Digital Special Collection Portal

The optimization concept of service fulfillment measurement: a research on surgery care


Citation

Nordin, Norshahrizan and Che Razak, Razli and Abdullah, Sharmini and Saraih, Ummi Naiemah and Marniati, Marniati and W. Muhamad Radzi, Wan Norsyafawati (2018) The optimization concept of service fulfillment measurement: a research on surgery care. In: MATEC Web of Conferences.

Abstract

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 KanoQFD service satisfaction model has been developed, tested and validated
with Kano model to facilitate the analysis and decision making for better
service delivery improvement.

Download File / URL

[thumbnail of The Optimization Concept of Service Fulfillment Measurement_A Research on Surgery Care.pdf] Text
The Optimization Concept of Service Fulfillment Measurement_A Research on Surgery Care.pdf
Restricted to Registered users only

Download (365kB)

Additional Metadata

Item Type: Conference or Workshop Item (Paper)
Collection Type: Institution
Date: 2018
Faculty/Centre/Office: Faculty of Entrepreneurship and Business
URI: http://discol.umk.edu.my/id/eprint/8844
Statistic Details: View Download Statistic

Edit Record (Admin Only)

View Item View Item

The Office of Library and Knowledge Management, Universiti Malaysia Kelantan, 16300 Bachok, Kelantan.
Digital Special Collection (UMK Repository) supports OAI 2.0 with a base URL of http://discol.umk.edu.my/cgi/oai2