The Classification of the Service Quality Elements in the Hospital Using the Kano Model

Kano 모형을 이용한 병원의 서비스 품질 요소의 분류 - 인천, 경기남부지역 대학병원을 중심 -

This study aims at providing necessary informations to decide what services would be conducted preferentially in the hospital by limited resources. So this study revalued the customer's perception about the qualities of the hospital services by the Kano Model and examined the customer satisfaction coefficients suggested by Timko. The researcher conducted a survey from the patients of the 4 university hospitals in Incheon and southern Gyeonggi Province In 2008. The results of this study can be summarized as follows; It was found that the total 31 items are could be classified into 7 attractive quality elements, 22 one-dimensional quality elements and 2 indifferent quality elements, while the natural quality element wasn't found. The highest score element of the customer's satisfaction coefficients was identified as easy parking(0.69) and the lowest score item was the offer of the hospital newsletter and information about medical care(0.47). When the hospital service was not sufficient to the customer, the highest score element of the customer's dissatisfaction coefficients was proved the convenient ward and facilities(-0.75) and the lowest score item was the buses running to the entrance of the hospital(-0.32). Also it was found that the attractive quality elements appraised by the preceding study were revalued the one-dimensional quality elements. The reason was because the customer's expectation on the services was changed high, as time went by.