The Application of Quality Function Deployment to Purpose Supplementary Approaches for Providing Services of Small Clinics in Bangkok and Perimeter Area for Business Survival

บทคัดย่อ

This research was the mixed method research and aimed to study the factors affected the designing process for providing services of the small low-cost clinics in Bangkok and perimeter areas by using Quality Function Deployment (QFD), and to purpose the supplementary approaches for providing services of the small low-cost clinics in Bangkok and perimeter areas. The research steps of this research were categorized following; step 1 conducting the qualitative research by collecting data through in-depth interview, this interview consisted of three clinic doctors, six clinic clients, three clinic officers, and three clinic owners, totally 15 persons. Then, the data from interview were analyzed to create the questionnaire. Step 2 was the quantitative research which created the questionnaire to use in QFD technique by surveying the needs of 400 clinic clients in Bangkok and perimeter area. The research results showed that there were five main factors which were the important service factors of small low-cost clinics in Bangkok and perimeter area. These factors consisted of 1 service factors in the queue management system 2 service factors in notification 3 site design factors 4 service factors in customer need patterns ,and 5 heath advice factors. Furthermore, the supplementary approaches of each factor were to employ the online system for providing services for clients to easily access physicians and service systems, and convenient to use the services. In addition, another approach was not to invest in a lot of services, resulting in being able to survive in a highly competitive business.