K ano模式在医院服务质量管理中的应用研究

Study on Kano Model and it's Application in the Hospital Quality Management

首先对Kano顾客满意模式进行了阐述,探讨了医院服务质量的特性,并基于Kano模式设计了调查问卷和进行了抽样调查,以期寻求医院服务质量的五种不同的质量属性,调查和研究的结果表明,医院服务质量以一元质量属性较多,其次是当然属性和魅力属性,研究结论将为改善医院的质量管理水平提供决策参考的依据。

The kano model on customer satisfaction is first set forth in this paper, Different quality elements in hospital are discussed, Based on kano model the questionnaire is designed and 49 samples are investigated in order to get five different quality elements about hospital service. The results indicate that one - dimensional quality element is the most and then must - be and attractive. The conclusion in this paper will provide decision basis for improving the hospital service.