Evaluation of Medical Examination Service Quality in HD Health Management Center Based on QFD-DEMATEL

To accurately evaluate the medical examination service quality in health management centers and address the challenges of lagging industry service standardization construction and insufficient alignment between customer needs and service supply, this paper constructs a comprehensive evaluation model based on Quality Function Deployment (QFD) and Decision-Making Trial and Evaluation Laboratory (DEMATEL). First, based on the SPO three-dimensional quality model and the SERVQUAL model, a medical examination service quality evaluation system comprising three dimensions, eight first-level indicators, and thirty-six second-level indicators is established. Second, by integrating QFD and DEMATEL methods, a quality house model for medical examination service quality evaluation is constructed to quantify the interrelationships and importance of the indicators. Finally, an empirical analysis is conducted using the HD health management center as the research object. The results indicate that empathy, standardization, and assurance are the core indicators affecting medical examination service quality. The overall score of medical examination service quality at the HD health management center is good, but there are notable shortcomings in the four dimensions of empathy, effectiveness, assurance, and responsiveness.