SERVQUAL, the Kano Model and QFD
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Low Sui Pheng · Zhu Rui Service Quality for Facilities Management in Hospitals Service Quality for Facilities Management in Hospitals Low Sui Pheng · Zhu Rui Service Quality for Facilities Management in Hospitals 1 3 Low Sui Pheng Zhu Rui Department of Building Department of Building National University of Singapore National University of Singapore Singapore Singapore Singapore Singapore ISBN 978-981-10-0955-6 ISBN 978-981-10-0956-3 (eBook) DOI 10.1007/978-981-10-0956-3 Library of Congress Control Number: 2016937379 © Springer Science+Business Media Singapore 2016 This work is subject to copyright. 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Printed on acid-free paper This Springer imprint is published by Springer Nature The registered company is Springer Science+Business Media Singapore Pte Ltd Contents 1 Introduction ................................................ 1 1.1 Background ............................................ 1 1.2 Research Problems ....................................... 3 1.3 Research Aims and Objectives .............................. 4 1.4 Research Hypothesis ..................................... 4 1.5 Significance of Study ..................................... 4 1.6 Structure of Book ........................................ 5 References .................................................. 5 2 Facilities Management and Singapore’s Healthcare System ......... 9 2.1 Definition and Development of Facilities Management ........... 9 2.2 FM Service Coverage ..................................... 12 2.3 Singapore’s Healthcare System ............................. 14 2.4 Hospital FM ............................................ 15 2.5 Key Aspects Contributing to Successful FM/Hospital FM ........ 18 2.6 Summary of Chapter ..................................... 21 References .................................................. 21 3 SERVQUAL, the Kano Model and QFD ......................... 25 3.1 Service Quality: Approaches and Measurements ................ 25 3.2 GAP Model and SERVQUAL .............................. 28 3.3 Applications of SERVQUAL in FM ......................... 30 3.4 Service Quality in Hospitals and Hospital FM .................. 33 3.5 Kano Model ............................................ 36 3.6 Quality Function Deployment .............................. 39 3.7 The Integration of SERVQUAL, the Kano Model and QFD ....... 43 3.8 Summary of Chapter ..................................... 51 References .................................................. 51 4 Conceptual Framework ...................................... 57 4.1 Applying Service Quality Theory in Hospital FM Context ........ 57 4.2 Integrating SERVQUAL, the Kano Model and QFD for Quality Improvement and Customer Satisfaction ............. 60 v vi Contents 4.3 Conceptual Framework ................................... 61 4.4 Summary of Chapter ..................................... 63 References .................................................. 63 5 Research Methodology ....................................... 65 5.1 Research Design ......................................... 65 5.2 Data Collection Methods .................................. 67 5.3 Data Analysis Methods .................................... 71 5.4 Summary of Chapter ..................................... 72 References .................................................. 72 6 Data Analysis ............................................... 73 6.1 Data Analysis for SERVQUAL Questionnaire Survey ........... 73 6.2 Data Analysis for Kano Questionnaire Survey .................. 81 6.3 Data Analysis for QFD .................................... 86 6.4 Summary of Chapter ..................................... 86 Reference ................................................... 89 7 Discussion .................................................. 91 7.1 SERVQUAL Survey Findings Discussion ..................... 91 7.2 Kano Survey Findings Discussion ........................... 96 7.3 QFD Survey Findings Discussion ........................... 99 7.4 Summary of Chapter ..................................... 103 Reference ................................................... 104 8 Conclusions ................................................ 105 8.1 Validation of Hypothesis and Summary of Findings ............. 105 8.2 Recommendations ....................................... 106 8.3 Validation of Findings and Recommendations .................. 109 8.4 Contributions ........................................... 110 8.5 Limitations and Suggestions for Future Research ............... 111 Appendix A: Survey on Service Quality of Facilities Management in Singapore’s Hospitals .............................. 113 Appendix B: Survey on Facilities Management Services in Singapore’s Hospitals .......................................... 115 Appendix C: Quality Function Deployment Survey on Facilities Management Services in Singapore’s Hospitals .......... 119 Appendix D: The QFD Survey Data and Results (HOQ) .............. 145 Abbreviations AH Alexandra Hospital BIFM British Institute of Facilities Management CGH Changi General Hospital CR Customer Requirements DR Design Requirements FM Facilities Management HOQ House of Quality IFMA International Facility Management Association IMH Institute of Mental Health KKH Kandang Kerbau Women’s and Children’s Hospital KTPH Khoo Teck Puat Hospital MRT Mass Rapid Transit NHC National Heart Centre NUH National University Hospital PEAT Patient Environment Assessment Team PUB Public Utilities Board QFD Quality Function Deployment SGH Singapore General Hospital STB Singapore Tourism Board TTSH Tan Tock Seng Hospital vii List of Figures Figure 2.1 The FM basic framework ............................... 10 Figure 2.2 Hospital soft FM services coverage ....................... 17 Figure 3.1 GAP model ......................................... 29 Figure 3.2 Extended Gap model .................................. 31 Figure 3.3 Overview of the Kano model ............................ 38 Figure 3.4 The structure of HOQ ................................. 40 Figure 3.5 Framework for integrating SERVQUAL and the Kano model .............................................. 44 Figure 3.6 Framework for integrating SERVQUAL, the Kano model and QFD ............................................ 45 Figure 4.1 Conceptual framework ................................. 62 Figure 6.1 Respondents’ age distribution in the SERVQUAL survey ...... 74 Figure 6.2 Respondents’ gender distribution in the SERVQUAL survey ... 74 Figure 6.3 Respondents’ race distribution in the SERVQUAL survey ..... 75 Figure 6.4 Respondents’ educational background distribution in the SERVQUAL survey ................................... 75 Figure 6.5 Respondents’ age distribution in the Kano survey ............ 83 Figure 6.6 Respondents’ gender distribution in the Kano survey ......... 83 Figure 6.7 Respondents’ race distribution in the Kano survey ........... 84 Figure 6.8 Respondents’ educational background distribution in the Kano survey .................................... 84 ix List of Tables Table 2.1 Typical FM services ................................... 13 Table 2.2 Classification of FM services ............................ 13 Table 2.3 Singapore’s public hospitals ............................. 14 Table 2.4 Singapore’s private hospitals ............................. 15 Table 2.5 FM operations in healthcare sector ........................ 16 Table 2.6 Key aspects contributing to successful FM .................. 18 Table 3.1 The SERVQUAL Instrument presented by Zeithaml et al. (1990) .......................................... 30 Table 3.2 FM related factors in hospital service quality research ......... 35 Table 3.3 Kano evaluation table .................................. 38 Table 3.4 Summary on literature review of the integration method ....... 50 Table 4.1 Service attributes identified .............................. 58 Table 4.2 Solutions for closing service gaps ......................... 59 Table 5.1 Service attributes used in the SERVQUAL questionnaire ...... 69 Table 6.1 Cronbach’s α test for expectation ......................... 76 Table 6.2 Cronbach’s α test for perception .......................... 76 Table 6.3 Expectation score distribution-1 .......................... 77 Table 6.4 Expectation score distribution-2 .......................... 78 Table 6.5 Perception score distribution-1 ........................... 79 Table 6.6 Perception score distribution-2 ........................... 80 Table 6.7 Gap scores for the service attributes