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

Keywords
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