Non-Linear Berger’s Coefficient Prioritization for Quality of Sustainability in Healthcare Services

Abstract

The study is conducted in order to determine the determinant factors towards the quality for sustainability in healthcare services. The sampling location was the Perlis and Kedah state and 103 target samples were selected to involve in this study. Quality Function Deployment (QFD) was one of the quality improvement methods for high quality services. However, there is a limitation for QFD to identify the patient’s needs. The Kano Model provides a way to better understand of patients’ needs through the Kano Quality Attribute categories. Thus, the integration approach of Kano Model and QFD is proposed in this study. The patients’ requirement regarding the determinant factors was first obtained through the Kano analysis. Next, the quantitative results from the Kano Model Berger’s coefficient were translated into the QFD. In the QFD, the technical attributes were developed to identify the correlation between the patients’ voices and technical attributes. Finally, both the patients and technical prioritized elements are rank based on their importance by satisfaction index (SS) and dissatisfaction index (DS). The findings from the study able to benefits the healthcare decision maker to design and improve the medical service quality to enhance quality for sustainability in  the healthcare services based on the patients and technical prioritized.