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Internal Customer Satisfaction Improvement with QFD Technique
(Emerald Group Publishing Limited, 2016)
Purpose - The purpose of this paper is to employ quality function deployment (QFD) method for translating internal customer needs and expectations into appropriate service specifications to perform existing process assessments ...
Quality of health care and patient satisfaction: An exploratory investigation of the 5Qs model at Turkey
(2010)
Purpose - The aim of this research is to examine the major factors affecting patients' perception of cumulative satisfaction and to address the question whether patients in Istanbul evaluate quality of health care to be ...