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The optimization concept of Service Fulfillment Measurement: a research on Surgery Care

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Main Authors: Norshahrizan, Nordin, Razli, Che Razak, Sharmini, Abdullah, Ummi Naiemah, Saraih, Marniati, Wan Norsyafawati, W. Muhamad Radzi
Other Authors: norshahrizan@unimap.edu.my
Format: Article
Language:English
Published: EDP Sciences 2020
Subjects:
Service fulfillment measurement
Online Access:http://dspace.unimap.edu.my:80/xmlui/handle/123456789/69178
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spelling my.unimap-691782020-12-30T04:40:57Z The optimization concept of Service Fulfillment Measurement: a research on Surgery Care Norshahrizan, Nordin Razli, Che Razak Sharmini, Abdullah Ummi Naiemah, Saraih Marniati Wan Norsyafawati, W. Muhamad Radzi norshahrizan@unimap.edu.my Service fulfillment measurement Link to publisher's homepage at https://www.matec-conferences.org/ 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 Kano-QFD service satisfaction model has been developed, tested and validated with Kano model to facilitate the analysis and decision making for better service delivery improvement. 2020-12-30T04:40:57Z 2020-12-30T04:40:57Z 2018 Article MATEC Web of Conferences, vol.150, 2018, 10 pages 2261-236X (online) http://dspace.unimap.edu.my:80/xmlui/handle/123456789/69178 https://doi.org/10.1051/matecconf/201815005024 en Malaysia Technical Universities Conference on Engineering and Technology (MUCET 2017); EDP Sciences
institution Universiti Malaysia Perlis
building UniMAP Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Malaysia Perlis
content_source UniMAP Library Digital Repository
url_provider http://dspace.unimap.edu.my/
language English
topic Service fulfillment measurement
spellingShingle Service fulfillment measurement
Norshahrizan, Nordin
Razli, Che Razak
Sharmini, Abdullah
Ummi Naiemah, Saraih
Marniati
Wan Norsyafawati, W. Muhamad Radzi
The optimization concept of Service Fulfillment Measurement: a research on Surgery Care
description Link to publisher's homepage at https://www.matec-conferences.org/
author2 norshahrizan@unimap.edu.my
author_facet norshahrizan@unimap.edu.my
Norshahrizan, Nordin
Razli, Che Razak
Sharmini, Abdullah
Ummi Naiemah, Saraih
Marniati
Wan Norsyafawati, W. Muhamad Radzi
format Article
author Norshahrizan, Nordin
Razli, Che Razak
Sharmini, Abdullah
Ummi Naiemah, Saraih
Marniati
Wan Norsyafawati, W. Muhamad Radzi
author_sort Norshahrizan, Nordin
title The optimization concept of Service Fulfillment Measurement: a research on Surgery Care
title_short The optimization concept of Service Fulfillment Measurement: a research on Surgery Care
title_full The optimization concept of Service Fulfillment Measurement: a research on Surgery Care
title_fullStr The optimization concept of Service Fulfillment Measurement: a research on Surgery Care
title_full_unstemmed The optimization concept of Service Fulfillment Measurement: a research on Surgery Care
title_sort optimization concept of service fulfillment measurement: a research on surgery care
publisher EDP Sciences
publishDate 2020
url http://dspace.unimap.edu.my:80/xmlui/handle/123456789/69178
_version_ 1698698569085616128
score 13.211869

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