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https://scholarbank.nus.edu.sg/handle/10635/49591
| Title: | A Patient - Oriented Approach to Facilities Management in Singapore's Hospitals | Authors: | ZHU RUI | Keywords: | Facilities management, Service quality, Kano, QFD, Hospitals, Singapore | Issue Date: | 3-Sep-2013 | Citation: | ZHU RUI (2013-09-03). A Patient - Oriented Approach to Facilities Management in Singapore's Hospitals. ScholarBank@NUS Repository. | Abstract: | By the integration of SERVQUAL instrument, the Kano model and QFD, this research aims to evaluate the current service quality of facilities management services in Singapore?s hospitals and identify the areas which need improvement, as well as categorising the service attributes and providing suggestions and the most important factors for continuous improvement in hospital FM department. | URI: | http://scholarbank.nus.edu.sg/handle/10635/49591 |
| Appears in Collections: | Master's Theses (Open) |
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| File | Description | Size | Format | Access Settings | Version | |
|---|---|---|---|---|---|---|
| ZhuR.pdf | 2.33 MB | Adobe PDF | OPEN | None | View/Download |
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