A Study of Relationship between Different Satisfaction Models and Utilization Intention –An Example from a Northern Medical Center
Date Issued
2005
Date
2005
Author(s)
Ho, Shun-Ting
DOI
zh-TW
Abstract
The competitive advantage for industry in the 21st century lies in not just quality only, but also in innovation and speedy response. It would be similar in health care industry to build up the capability of competition by providing better care to increase customer satisfaction as well as loyalty.
The purposes of this study include: 1) discussing whether customer satisfaction of a certain medical center in northern Taiwan be classified by Kano Model of quality measures, 2) the relationship between of hospitalization satisfaction and revisits to this hospital, and 3) exploration the relationship between patients’ satisfaction based on Kano model and revisits of this hospital.
This study is a cross-sectional study by structured questionnaire sending to patients of medical, surgical, obstetric and gynecologic, pediatric department in a northern medical center. All patients needed to stay longer than three days. 827 questionnaires were sent out by self-administration during April 10 and May 15, 2004. 508 questionnaires were replied and 280 were valid sample for final analysis with response rate of 33.6%.
Major research results of this study are listed below:
(Ⅰ)The quality properties of hospitalization service quality elements can be divided via Kano Model into 18 “expected quality” properties, 1 “indifferent quality” property, and 1 “delighted quality” property.
(Ⅱ)Patients with higher satisfaction of “administration support and results” often tend to consider revisits.
(Ⅲ)Patients with higher satisfaction of “attitudes of care of attending physician” tend to recommend their friends and families to the hospital.
(Ⅳ)Patients with higher satisfaction of “expected quality” will be likely to suggest their friends and families to the hospital.
(Ⅴ)Results of the hospitalization quality satisfaction: the top five dissatisfaction: 1) phones lines to contact outside at the wards, 2) positive responses of the hospital to the complaints of the patients, 3) environment of safety at the wards (slippery-proof equipment and handrails), 4) Giving patients no complications after therapy (in-hospital infection), 5) hospital staff can clearly tell patients the hospitalization expenses (including expenses by the patients and National Health Insurance) and make a list. These five items are under “expected quality elements,” which are basic service quality. Slight defects will make customers dissatisfied.
This study has some suggestions：
(i) Dividing the hospitalization service items into quality elements in accordance with Kano Model to improve patients’ satisfaction. “Expected quality elements” could be applied in daily management to continuously improve medical service quality. “Delighted quality elements” could be added into procedures and system to create competitive advantages.
(ii) Hospitals shall continue to conduct patients’ satisfaction survey and modify questions with the change of time. Some delighted quality elements may turn to expected quality elements under the changes of time or external environment. Expected quality elements are what a hospital must have to provide. It is essential for hospital administrators with the most appropriate messages to improve medical service quality.
Subjects
Kano二維品質
醫療服務品質
病患滿意度
就醫意願
kano Model
medical service quality
patients’satisfaction
willingness for hospital visits
Type
thesis
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