摘要
结合卡诺模型将顾客满意的影响因素划分为基本质量因素、一元质量因素、魅力质量因素。结合医疗行业的特殊性,应用卡诺模型对该行业的三种质量因素进行识别与分析,以促进医疗部门采取正确的改进措施,提高顾客满意水平。
These influential factors of customer satisfaction are divided into three requirements, that is, must-be requirement, one-dimensional requirement and attractive requirement according to the model of KANO. Then the theory is used to analyze three medical requirements regarding to particularity of medical market in order that hospitals take measures to improve customer satisfaction index.
出处
《江苏科技大学学报（社会科学版）》
2005年第2期52-55,共4页
Journal of Jiangsu University of Science and Technology(Social Science Edition)
关键词
质量
顾客满意
卡诺模型
quality
customer satisfaction
model of KANO
