QFD application using SERVQUAL for Private Physical Therapy Clinic in Thailand

Ithikorn Khamdej, Panidhan Panyanidhikul, Jithvaree Khamdej


The purpose of this paper is to describe how quality function deployment (QFD) methodology focuses on the most important healthcare service attributes or qualities characteristics in a Private Physical Therapy Clinic setting. This case study illustrates how an existing approach of SERVQUAL and QFD integration can be applied for quality improvement.

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