ABSTRACT

Quality function deployment (QFD) can be defined as a service improvement and development method that guides service providers to ensure customer satisfaction and service quality. In this study, it is aimed to examine the QFD practices in health institutions comprehensively. According to the results of the study, it was seen that the QFD application was mostly used in hospitals to improve service quality, and the most used tool to determine customer needs was the questionnaire. Patients were mostly evaluated within the scope of the customer, but there were studies in which the expectations of employees as internal customers were determined. The multidisciplinary working environment attracts attention in QFD teams. Additional methods were used in different stages of QFD implementation contribute to increase the objectivity of the evaluations and decisions made.