Implementation of quality function deployment to improve the healthcare of a private hospital

Objective: This study aims to provide recommendations for improving healthcare services in a private hospital and to demonstrate the potential use of multicriteria decision-making (MCDM) methods that are not commonly used in the context of quality function deployment. Methods: The research was carried out in two private hospitals. Data were collected from a total of 620 participants using the SERVQUAL scale and MCDM methods, specifically Decision Making Trial and Evaluation Laboratory and Stepwise Weight Assessment Ratio Analysis. Results: The most important customer requirements were “performing procedures correctly the first time” and “staff having sufficient knowledge.” In contrast, the least important was identified as the “visual appeal of buildings.” Regarding technical requirements, “corporate image” and “competitive structure” were prioritized. Conclusions: This study guides healthcare managers in optimizing resource allocation and developing customer-oriented strategies.