QFD Application Using Combined ANP-DEMATEL Approach for Improving Service Quality: A Case Study of Dental Clinic


1 Department of Industrial Engineering, Najafabad Branch, Islamic Azad University, Najafabad, Iran

2 Department of Management, Shiraz Branch, Islamic Azad University, Shiraz, Iran


The Quality Function Deployment method (QFD) is one of the most effective tools of designing and improving quality being used in order to supply customer’s requirements and enhancing his/her satisfaction. The main purpose of this research is to prioritize the identifiers of improving servicequality of dental clinic using QFD approach and combined ANP and DEMATEL with fuzzy approach. Initially in this research, patients’ demands were determined. Before ranking, the patients’ demands were classified based on dimensions of SERVQUAL model, then they were ranked by the combined ANP and DEMATEL with fuzzy approach. Then, technical requirements were determined by nominal group technique. At last, the matrix of house of quality (HOQ) was completed that the most significant technical requirements include holding training courses, purchasing modern equipment, and recruiting skilled and committed personnel.