Wandari, Wahyu (2026) Perancangan Layanan Rumah Sakit Berbasis Voice Of Customer Menggunakan Metode QFD (Quality Function Deployment) Di Rsud Taluk Kuantan. Other thesis, Universitas Islam Riau.

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Abstract

This study aims to design hospital services oriented toward patient needs and expectations through the Voice of Customer (VoC) approach using the Quality Function Deployment (QFD) method. The research was conducted at RSUD Taluk Kuantan using a descriptive quantitative method. Data were collected through questionnaires distributed to 49 outpatient respondents selected using purposive sampling. The results identified twelve key service attributes representing patient needs, covering functional, emotional, and accessibility dimensions. Based on the House of Quality analysis, three main attributes were prioritized for improvement: fast and accurate service, doctors’ clear and understandable explanations, and friendly and polite staff. The implementation of the QFD method proved effective in translating customer voices into actionable technical responses, such as optimizing the digital queue system, conducting empathy-based communication training, and strengthening the culture of service excellence. Therefore, this study provides a strategic reference for hospital management to improve sustainable service quality and enhance patient satisfaction.

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