Application of the QFD-fuzzy-SERVQUAL methodology as a quality planning tool at the surgical centre of a public teaching hospital

Abstract

Background In Brazil, many public hospitals face constant problems related to high demand vis-à-vis an overall scarcity of resources, which hinders the operations of different sectors such as the surgical centre, as it is considered one of the most relevant pillars for the proper hospital functioning, due to its complexity, criticality as well as economic and social importance. Proper asset management based on well-founded decisions is, therefore, a sine-qua-non condition for addressing such demands. However, subjectivity and other difficulties present in decisions make the management of hospital resources a constant challenge. Methods Thus, the present work proposes the application of a hybrid approach, formed by the QFD tools, fuzzy logic and SERVQUAL as a decision support tool for the quality planning of the surgical centre of the Onofre Lopes Teaching Hospital (Hospital Universitário Onofre Lopes—HUOL). To accomplish such objective, it was necessary to discover and analyse the main needs of the medical team working in the operating room, through the application of the SERVQUAL questionnaire, associated with fuzzy logic. Results Then, the most relevant deficiencies were transformed into entries for the QFD-fuzzy, where they were translated into project requirements. Soon after, the analysis of the existing relationships between the inputs and these requirements was carried out, generating the ranking of actions with the greatest impact on the improvement of the surgical centre overall quality. Conclusions As a result, it was found that the proposed methodology can optimize the decision process to which hospital managers are submitted, improving the surgical centre operation efficiency.

Model Integrasi Servqual and Quality Function Deployment untuk Penilaian Kualitas Pelayanan: A Case Study Industri Garment

“…Apabila nilai expectation lebih kecil terhadap perception maka layanan dengan kualitas di atas ekspektasi. Sedangkan expectation sama dengan perception artinya layanan dengan kualitas netral atau dalam tingkat yang diharapkan (Junior et al 2022). Hasil penelitian menunjukkan semua atribut pelayanan masih di bawah harapan konsumen, hal ini menunjukan konsumen tidak puas dengan pelayanan yang ada.…”

A comparative study of positive and negative electronic word-of-mouth on the SERVQUAL scale during the COVID-19 epidemic - taking a regional teaching hospital in Taiwan as an example

“…In the past few years, service management research on medical institutions has mostly focused on the discussion of service quality. Commonly used approaches are the PZB (Parasuraman, Zeithaml, and Berry) service quality gap model and the SERVQUAL (Service Quality) scale [33][34][35][36][37][38][39][40][41][42][43]. From the comprehensive literature review, it can be found that SERVQUAL has good reliability and validity as well as wide applicability [35,37,39,40,[44][45][46][47].…”

“…Commonly used approaches are the PZB (Parasuraman, Zeithaml, and Berry) service quality gap model and the SERVQUAL (Service Quality) scale [33][34][35][36][37][38][39][40][41][42][43]. From the comprehensive literature review, it can be found that SERVQUAL has good reliability and validity as well as wide applicability [35,37,39,40,[44][45][46][47]. The aim is to identify broad areas of company service quality deficiencies and strengths as a diagnostic method, but also has applicability in different cultural contexts [48].…”