Development of kano model and quality function development integration to assess customer satisfaction and dissatisfaction of service at local public hospital.
The intensifying patient complaints on service delivery performance of local public healthcare institution are critical and incrementally raised. New methodologies are needed to address the complexity of patient expectation before the quality of service delivery can be improved. This issue needs to...
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| Main Author: | |
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| Format: | UMK Etheses |
| Language: | English |
| Published: |
2015
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| Online Access: | http://discol.umk.edu.my/id/eprint/8767/1/Norshahrizan%20Nordin.pdf http://discol.umk.edu.my/id/eprint/8767/ |
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