International Journal of Accounting and Management Sciences (IJAMS)
IJAMS Vol.3 No.4 October 2024
DOI https://www.doi.org/10.56830/IJAMS10202404
Authors
Mohamed Ahmed Mohamed Hablas
Mona Kadry
Abstract
The development and execution of a quality measurement and improvement approach based on a particular combination of two TQM tools SERVQUAL and QFD was investigated in the thesis. The approach focused on whether it was appropriate to apply these quality improvement strategies to the Saudi German hospital medical tourism industry. It was progressively tested and enhanced in three medical tourists’ attractions located in Cairo – Egypt. The introduction chapter delineates the research’s significance, while the literature review develops relevant theoretical viewpoints.
The following research question was the focus of the study: How can medical operators enhance their service quality by finding a tool for measuring it? Case study from each of the health medical tourism industry’s cultural, heritage, and environmental segments were chosen to serve as the research’s setting and data source. These are all well-established companies with respectable market and industry profiles. The research instrument has been refined and the execution of the research technique in the extended major case study has been backed by the investigations conducted through two complementary case studies. To assess the accuracy of the data from the various surveys and to account for variations in the outcomes, statistical analyses were used. According to research findings, the combination of the two tools would give small business owners a way to connect customer service satisfaction measurement to the fundamental operational elements of their enterprise with additional refinement and adjustment through ongoing usage. Any major variations in customer expectations about standards of quality service can be partially explained by looking at the visitor profiles of the medical tourists’ attractions that were gathered from the surveys. The results indicate that small medical tourists’ attractions should routinely implement the combined SERVQUAL and QFD quality management technique as a tool for quality improvement to meet customer satisfaction and help achieve external quality service accreditation.
Keywords: Healthcare Quality, Inbound Health Tourism, Egypt.
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