| Kano模式在医院服务质量管理中的应用研究 |
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| 引用本文： | 王殊轶,钱省三. Kano模式在医院服务质量管理中的应用研究[J]. 工业工程与管理, 2005, 10(4): 104-106,120 |
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| 作者姓名： | 王殊轶 钱省三 |
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| 作者单位： | 上海理工大学,管理学院,200093;上海理工大学,管理学院,200093 |
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| 摘 要： | 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。
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| 关 键 词： | Kano模式 顾客满意度 医院质量管理 |
| 文章编号： | 1007-5429（2005）04-0104-03 |
| 收稿时间： | 2004-12-26 |
| 修稿时间： | 2004-12-262005-03-25 |
Study on Kano Model and it's Application in the Hospital Quality Management |
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| WANG SHU-YI,QIAN Xing-san. Study on Kano Model and it's Application in the Hospital Quality Management[J]. Industrial Engineering and Management, 2005, 10(4): 104-106,120 |
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| Authors: | WANG SHU-YI QIAN Xing-san |
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| Abstract: | 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. |
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| Keywords: | Kano Model customer satisfaction hospital quality management |
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