Advances in Consumer Research
Issue 3 : 547-557
Original Article
A Consumer-Centric Approach to Quality Function Deployment: The House of Quality for E-Consultation Apps in Telemedicine
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1
Exeed College, Westford Education Group, Sharjah, UAE
2
Associate Professor, IMT-CDL, Ghaziabad, India
3
Associate Professor, Nilkamal School of Mathematics, Applied Statistics & Analytics, SVKM's NMIMS, Mumbai, India
Abstract

The Covid- 19 Pandemic has given a boost to telemedicine. To curb the spread of infection, E-consultation apps have emerged through public, private and third-party players. This study aims to find the Voice of Customer (VOC) in Tele-medicine apps and translate them into attributes offered by E-health portals. The study uses House of Quality model to list down the patients’ requirements and rank them according to their importance which is obtained through a feedback survey of 300 online consultation’s patients during the pandemic period. The technical requirements of the e-health portal are obtained through discussion with 30 healthcare providers and app developers and the relationship is shown through HOQ model. This QFD model would help E-health sector to modify their product offerings according to customer requirements and enhance patients’ satisfaction index. The academicians can use the model for referencing of QFD in health care sector

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