Improvement Quality of Occupational Health and Safety Testing Laboratory Services Using Quality Function Deployment Method
DOI:
https://doi.org/10.22441/ijiem.v4i2.19655Keywords:
Customer Satisfaction, Laboratory OHS, SERVQUAL, QFDAbstract
Efforts to improve the quality of OHS laboratory services this study aims to determine characteristics that have not met customer expectations and provide suggestions for OHS testing laboratory services. SERVQUAL and QFD methods are used in this study, which are based on 5 dimensions and 19 variables indicating customer expectations are greater than perceptions. Then the results in improving the quality of OHS laboratory test services required improvement of QFD analysis attributes withHouse of Quality second stage. The results of this study are in the form of main recommendations for developing integrated programs, namely increasing the intensity of communication to customers, holding comparative studies with overseas laboratories, renovating testing laboratories and facilities, training motivation and improving work culture, appointing suppliers for special testing equipment and reagents and distributing questionnaires. and discussions with consumers. Findings in research can assist management in improving service quality for customer satisfaction.Downloads
References
Abdul, F. W. (2018). Lean Manufacturing Implementation in Inventory Control As a Repair Process. Jurnal Logistik Indonesia, 2(1), 31–36. https://doi.org/10.31334/jli.v2i1.216
Alejo-Vilchis, P. A., & Reyes-Lagos, J. J. (2022, October). Application of the Quality Function Deployment Methodology for Quality Analysis in the Clinical Laboratory. In XLV Mexican Conference on Biomedical Engineering: Proceedings of CNIB 2022, 6–8 October, Puerto Vallarta, México (pp. 826-835). Cham: Springer International Publishing.
Almatrafi, D., Altaweel, N., Abdelfattah, M., Alqazlan, M., Darrar, H., Alomari, A., ... & Alsulami, M. (2018). Assessment of customer satisfaction with the clinical laboratory services provided in King Abdullah Medical City, Makkah. The Egyptian Journal of Hospital Medicine, 70(11), 2029-2037.
Altuntas, S., & Kansu, S. (2020). An innovative and integrated approach based on SERVQUAL, QFD and FMEA for service quality improvement: A case study. Kybernetes, 49(10), 2419–2453. https://doi.org/10.1108/K-04-2019-0269
Ariani, F., Trisnasai, E., Aprilinda, Y., & Affandi, F. N. (2018). Aplikasi Berbasis Web Metode Servqual Untuk Mengukur Kepuasan Mahasiswa Terhadap Layanan Laboratorium Komputer. Jurnal Management Sistem Informasi Dan Teknologi, 08(02), 56–60.
Casado, A. G., Marchal, P. C., Ortega, J. G., & Garcia, J. G. (2021). Production Planning for Agroalimentary Laboratories Using Customer Satisfaction Criteria. IEEE Access, 9, 154845–154856. https://doi.org/10.1109/ACCESS.2021.3125857
Chan, L. K., & Wu, M. L. (2002). Quality function deployment: A comprehensive review of its concepts and methods. In Quality Engineering (Vol. 15, Issue 1, pp. 23–35). https://doi.org/10.1081/QEN-120006708
Enright, M. J., & Newton, J. (2004). Tourism destination competitiveness: A quantitative approach. Tourism Management, 25(6), 777–788. https://doi.org/10.1016/j.tourman.2004.06.008
Fathurohman, D. M. H., Purba, H. H., & Trimarjoko, A. (2021a). Value stream mapping and six sigma methods to improve service quality at automotive services in Indonesia. Operational Research in Engineering Sciences: Theory and Applications, 4(2), 36–54. https://doi.org/10.31181/oresta20402036f
Fernandes, A., Figueiredo, M., Neves, J., & Vicente, H. (2021). Customers’ satisfaction assessment in water laboratories. Aqua Water Infrastructure, Ecosystems and Society, 70(6), 845–855. https://doi.org/10.2166/aqua.2021.006
Hailu, H. A., Desale, A., Yalew, A., Asrat, H., Kebede, S., Dejene, D., ... & Abate, E. (2020). Patients’ satisfaction with clinical laboratory services in public hospitals in Ethiopia. BMC health services research, 20(1), 1-9.
Heruye, S. H., Nkenyi, L. N. M., Singh, N. U., Yalzadeh, D., Ngele, K. K., Njie-Mbye, Y. F., Ohia, S. E., & Opere, C. A. (2020). Current trends in the pharmacotherapy of cataracts. In Pharmaceuticals (Vol. 13, Issue 1). MDPI AG. https://doi.org/10.3390/ph13010015
Huang, P. L., Lee, B. C., & Chen, C. C. (2019). The influence of service quality on customer satisfaction and loyalty in B2B technology service industry. Total Quality Management & Business Excellence, 30(13-14), 1449-1465.
Karthiyayini, N., & Rajendran, C. (2021). An approach for benchmarking service excellence in accredited services of Indian calibration and testing laboratories. Materials Today: Proceedings, 46, 8218-8225.
Kessel, L., Tendal, B., Jørgensen, K. J., Erngaard, D., Flesner, P., Andresen, J. L., & Hjortdal, J. (2014). Post-cataract prevention of inflammation and macular edema by steroid and nonsteroidal anti-inflammatory eye drops: A systematic review. Ophthalmology, 121(10), 1915–1924. https://doi.org/10.1016/j.ophtha.2014.04.035
Meesala, A., & Paul, J. (2018). Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future. Journal of Retailing and Consumer Services, 40(October 2015), 261–269. https://doi.org/10.1016/j.jretconser.2016.10.011
Phadermrod, B., Crowder, R. M., & Wills, G. B. (2019). Importance-Performance Analysis based SWOT analysis. International Journal of Information Management, 44, 194–203. https://doi.org/10.1016/j.ijinfomgt.2016.03.009
Plebani, M. (2018). Clinical laboratory: bigger is not always better. Diagnosis, 5(2), 41-46. https://doi.org/10.1515/dx-2018-0019
Putra, N. U., & Wang, F. K. (2020). Integrating quality function deployment and failure mode and effect analysis in subcontractor selection. Total Quality Management and Business Excellence, 31(7–8), 697–716. https://doi.org/10.1080/14783363.2018.1444473
Rahmana, A., Kamil, M., Soemantri, E., & Olim, A. (2014). Integration of SERVQUAL and KANO Model Into QFD To Improve Quality of Simulation-Based Training on Project Management. www.insikapub.com
Raissi, N. (2018). Using QFD method for assessing higher education programs: an examination of key stakeholders’ visions. In Int. J. Management in Education (Vol. 12, Issue 1).
Singh, A. K., & Rawani, A. M. (2019). Application of quality function deployment for the prioritization of National Board of Accreditation quality parameters. Quality Assurance in Education, 27(1), 127–139. https://doi.org/10.1108/QAE-11-2017-0078
Sörensson, A., & von Friedrichs, Y. (2013). An importance-performance analysis of sustainable tourism: A comparison between international and national tourists. Journal of Destination Marketing and Management, 2(1), 14–21. https://doi.org/10.1016/j.jdmm.2012.11.002
Tontini, G., Picolo, J. D., & Silveira, A. (2014). Which incremental innovations should we offer? Comparing importance-performance analysis with improvement-gaps analysis. Total Quality Management and Business Excellence, 25(7–8), 705–719. https://doi.org/10.1080/14783363.2014.904571
Trimarjoko, A., Saroso, D. S., Purba, H. H., Hasibuan, S., Jaqin, C., & Aisyah, S. (2019a). Integration of nominal group technique, Shainin system and DMAIC methods to reduce defective products: A case study of tire manufacturing industry in Indonesia. Management Science Letters, 9(Spceial Issue 13), 2421–2432. https://doi.org/10.5267/j.msl.2019.7.013
Vianna, E. L. F., De Figueiredo, V. V., Da Silva, C. M. F., Bertolino, L. C., & Spinelli, L. (2022). Impact of implementing quality control systems in laboratories associated with teaching and research institutions - The case study of the laboratory for macromolecules and colloids in the petroleum industry. International Journal of Metrology and Quality Engineering, 13. https://doi.org/10.1051/ijmqe/2022004
Wong, M. S., Hideki, N., & George, P. (2011). The use of importance-performance analysis (IPA) in evaluating Japan’s e-government services. In Journal of Theoretical and Applied Electronic Commerce Research (Vol. 6, Issue 2, pp. 17–30). https://doi.org/10.4067/S0718-18762011000200003
Downloads
Published
How to Cite
Issue
Section
License
The copyright to this article is transferred to Universitas Mercu Buana (UMB) if and when the article is accepted for publication. The undersigned hereby transfers any and all rights in and to the paper including without limitation all copyrights to UMB. The undersigned hereby represents and warrants that the paper is original and that he/she is the author of the paper, except for material that is clearly identified as to its original source, with permission notices from the copyright owners where required. The undersigned represents that he/she has the power and authority to make and execute this assignment.
We declare that:
1. This paper has not been published in the same form elsewhere.
2. It will not be submitted anywhere else for publication prior to acceptance/rejection by this Journal.
3. A copyright permission is obtained for materials published elsewhere and which require this permission for reproduction.
Furthermore, I/We hereby transfer the unlimited rights of publication of the above mentioned paper in whole to UMB. The copyright transfer covers the exclusive right to reproduce and distribute the article, including reprints, translations, photographic reproductions, microform, electronic form (offline, online) or any other reproductions of similar nature.
The corresponding author signs for and accepts responsibility for releasing this material on behalf of any and all co-authors. This agreement is to be signed by at least one of the authors who have obtained the assent of the co-author(s) where applicable. After submission of this agreement signed by the corresponding author, changes of authorship or in the order of the authors listed will not be accepted.
Retained Rights/Terms and Conditions
1. Authors retain all proprietary rights in any process, procedure, or article of manufacture described in the Work.
2. Authors may reproduce or authorize others to reproduce the Work or derivative works for the authors personal use or for company use, provided that the source and the UMB copyright notice are indicated, the copies are not used in any way that implies UMB endorsement of a product or service of any employer, and the copies themselves are not offered for sale.
3. Although authors are permitted to re-use all or portions of the Work in other works, this does not include granting third-party requests for reprinting, republishing, or other types of re-use.
