M Hasan Abdullah, Ampar Jaya Suwondo


This study was proposed to identify the needs and levels of consumer interests expressively and in detail through the two methods integration approach. Integration of analytical hierarchy process (AHP) and quality function deployment (QFD) methods were used to evaluate and improve services at a health clinic. AHP was used to obtain consumer preferences for clinical services mathematically. QFD was used to determine corrective actions and service targets according to patient needs. The questionnaires were distributed with two random stages to determine the weight of each factor and the gap between the reality and expectations of patients at the visited clinic. The results of this study obtained 4 primary factors by weighting the quality factor (0.350), facilities (0.233), cost (0.213), and location (0.204), which customer priorities in choosing were a health clinic. In addition there were 12 secondary factors that became customer needs. Based on these factors and rankings, they became targets for evaluating and improving services.

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