Application of kansei engineering and dematel to priori tize service quality for public hospital in Thailand

Abstract

The health care industry is one of the rapid growth industries in Thailand. Thai government has promoted and set a strategic policy to by “Medical Hub of Asia”since 2004. Therefore, the chief executive officers of many hospitals have determined strategies to improve their service quality because of the global competition. Service competition. Service quality which refers to customer perceptions of the service process has been considered. Sansei Engineering can be the best tool for translating customer perceptions and emotions to the psychical desire attributes. This study conducted sansei engineering and service quality to analyze the relationships between service quality and customer’s emotion and feeling. The decision making trial and evaluation laboratory (DEMATEL) was employed to constructs the cause-effect relationship of criteria of the model that can be described complexity of causal relationships. The results show that tangible and empathy are the key factors that should be considered as the first priority for improving by public hospitals directors. Sponso Rajamangala University of Technology Phra Nakhon