Table 1 - uploaded by Ravindra K Srivastava
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Healthcare service industry is one of the fast growing service sectors in India. Customer satisfaction and patient-oriented services are becoming important issues and playing significant roles in establishing sustainable strategies. Due to lack of systematically effective method of identifying patients' needs and voice, in this paper, an integrated...
Context in source publication
Context 1
... each quality criterion, a pair of questions of functional and dysfunctional form is formulated to which the interviewee can answer in one of five different ways [2]. One example of a pair of questions is illustrated in Fig. 4. By combining the two answers in the Kano evaluation table (see Table 1), the quantity criteria can be classified into six categories: Attractive (A), One dimensional (O), Must-be (M), Indifference (I), Reverse (R), and Questionable (Q). Categories A, O, M and I are very intuitive. ...
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Citations
... Health service management is not yet fully efficient, with quality still relatively low, especially when compared with the quality of services provided by foreign private hospitals which have advantages and are accustomed to professional management systems. The presence of foreign private hospitals provides benefits for certain groups of people because for them there will be more choices of quality health services, so national hospitals must undergo accreditation every 3 years and be able to compete with several other hospital services [2]. ...
This research aims to analyze service quality and customer satisfaction to find out the factors of consumer/customer complaints so that company performance can be improved and improved. This research uses the Servqual method, the company can then find out consumers' perceptions and expectations, while the company's AHP method can sort out which criteria are prioritized first to improve service quality so that the hospital becomes better. The results of the research were conducted with a sample of 100 respondents and 20 question items. In calculating the weighted servqual the priority for improving the quality of service in the Tangible dimension is the criterion "The company has a clean, comfortable waiting room and air conditioning" with a weighted servqual value of -0.020, Reliability is the criterion "doctor's availability according to schedule" with a weighted servqual value of -0.058 , Responsiveness is the criterion of "officer's thoroughness in providing services" with a weighted servqual value of -0.074, Assurance is the criterion of "guaranteeing timeliness of service" with a weighted servqual value of -0.096, Empathy is the criterion of "officer's sincerity in handling consumers" with a weighted Servqual value of -0.072. The most satisfactory criterion is the Reliability dimension which has the criteria "fast and uncomplicated service procedures" with a weighted servqual value of -0.010
... al, 2013]. Also, with the help of the Kano method we find out which feature of a product or service determines user satisfaction or delight, and "brings added value in the production stage of the product" [Gupta et al., 2011]. Following the data collection, the analysis of the results is carried out. ...
More and more corporations are adopting a hybrid work style in which employees can work both at the office and at home. The popularity of the hybrid workplace is a result of the Covid-19 pandemic crisis and one of the components of the hybrid work mode is the internal organizational communication platform without which the hybrid work mode could not exist However, internal platforms for corporate online organizational communication are not tailored to the needs of employees. Thus, this study outlines the characteristics that an internal communication platform between employees of a corporation must have to meet their needs. To find out which characteristics are important for the employees of a corporation, adequate data has been collected using a Kano questionnaire distributed online and analysed with the Kano quantitative method. The main result of the research is that the characteristics of the communication platform between employees must focus on meeting their psychological needs (e.g., the need for socialization, for recognition, to be motivated, etc.). The present paper provides a new perspective on how to communicate in organizations, focusing on the psychological needs of corporate employees since in the new hybrid era, meeting these needs with the help of online organizational communication is more important than technical attributes.
... This evaluation is the result of a combination of functional and dysfunctional questions and answers on a scale from 1-5 of the two questions are then categorized as one dimensional (O), attractive (A), questionable (Q), must-be (M), reverse (R), and indifferent (I) [12]. The results of the were further analyzed by using Blauth's formula [13] as follows: 1. If the sum of the categories "O + A + M" > the sum of the scores of "I + R + Q" then the grade is determined by the maximum score obtained between one-dimensional, attractive, or must-be categories. ...
... The worse value (IWT) in the development of boba drink products was less than the average < 0.50). The worse values for the attributes 1, 2, 3,4,5,7,8,9,13, and 14 ranged from (-0.03) to (-0.35). Based on the explanation between better (IBT) and worse (IWT) calculation results with Kano's attribute category aspects, it can be seen that attributes that are categorized as attractive have a better value > 0.55 and a worse value <0.40. ...
The Indonesian bubble tea market is experiencing rapid growth and continuous innovation, marked by a diverse array of flavors and conceptual approaches. Bubble tea commonly includes tapioca pearls, rich in carbohydrates but lacking essential nutrients. To create healthier boba pearls, alternative ingredients like sweet purple potato and sugar palm fruit could be utilized. However, the critical sensory attributes influencing consumer preferences for these boba pearls remain unidentified. This research aims to discern essential attributes in bubble tea drinks with boba pearls made from purple sweet potatoes and sugar palm fruit, utilizing the Kano model to identify influential attributes. The KANO survey identified several attractive attributes, including the use of purple sweet potatoes and sugar palm fruit as main ingredients, the natural purple color, aroma, and taste of purple sweet potatoes, vanilla aroma and taste, utilization of cassava fructose syrup, creaminess in the bubble tea drink, and a naturally sweet taste from cassava fructose syrup. These attractive attributes demonstrated customer satisfaction coefficients ranging from 0.53 to 0.82 and dissatisfaction coefficients from -0.03 to 0.05. These findings are valuable for prioritizing attributes in the development of appealing and healthier bubble tea beverages, addressing consumer preferences effectively.
... The Kano model is a typical qualitative analysis model that can be used to identify customers' acceptance of new features, and it has been widely used in medical service investigation (11)(12)(13). This study aims to understand the needs of general medicine patients for teaching clinical services through the Kano model. ...
Background
General practice teaching clinics play a crucial role in the training of general practitioners, as they are more likely to enhance reception skills compared to traditional training methods. The quality of teaching clinics is largely determined by the level of patient acceptance. In recent years, the Kano model has become increasingly popular in the healthcare industry and has been used to enhance patient satisfaction. The objective of this study is to apply the Kano model to investigate the needs of patients in general practice teaching clinics and to rank the significance of each demand. This study will serve as a reference for enhancing the service quality of teaching clinics and advancing the field of general practice.
Methods
A total of 101 patients of general practice at the Affiliated Hospital of Yangzhou University in Jiangsu province were selected using a random convenience sampling method to participate in a questionnaire survey. The questionnaire was designed by members of our team and was based on the Kano model. The study defined the service demand, assessed the impact of both satisfaction and dissatisfaction and created a matrix bubble diagram.
Results
The study findings revealed that out of the 14 items of the general practice teaching clinic service demands, 1 item was categorized as a must-be requirement, 4 items were categorized as one-dimensional requirements, 2 items were categorized as an attractive requirement, 2 items were categorized as an indifferent requirement, and 5 items were categorized as mixed attributes. The findings of the matrix analysis showed that 4 items were situated in the area of one-dimensional attributes quadrant, 3 items were situated in the area of attractive attributes quadrant, 5 items were situated in the area of indifferent attributes quadrant, and 2 items were situated in the area of must-be attributes quadrant.
Conclusion
The patients of general practice have positive attitudes toward teaching clinics. The findings can offer valuable insights for enhancing the quality of service and patient experience in general practice teaching clinics as well as for advancing the field of general practice.
... He suggested that customer buying behaviour is influenced by product quality and service quality using the Structural Equation Model (SEM). Parul (2011) identified customer satisfaction parameters using the model and used Quality Function Development in the health industry. Barsky (1992) used customer comment cards (CCCs) to highlight the services provided in the hotel industry to satisfy the customer's needs. ...
... We used the Kano model to evaluate user satisfaction with CARE-Net features [23]. Although the Kano model was initially developed to enhance the quality of manufactured goods, it has also been applied to healthcare services [24][25][26]. The model employs a questionnaire to categorize each quality attribute. ...
Background
The role of visiting health services has been proven to be effective in promoting the health of older populations. Hence, developing a web system for nurses may help improve the quality of visiting health services for community-dwelling frail older adults. This study was conducted to develop a web application that reflects the needs of visiting nurses.
Methods
Visiting nurses of public health centers and community centers in South Korea participated in the design and evaluation process. Six nurses took part in the focus group interviews, and 21 visiting nurses and community center managers participated in the satisfaction evaluation. Focus group interviews were conducted to identify the needs of visiting nurses with respect to system function. Based on the findings, a web application that can support the effective delivery of home visiting services in the community was developed. An artificial intelligence (AI) algorithm was also developed to recommend health and welfare services according to each patient’s health status. After development, a structured survey was conducted to evaluate user satisfaction with system features using Kano’s model.
Results
The new system can be used with mobile devices to increase the mobility of visiting nurses. The system includes 13 features that support the management of patient data and enhance the efficiency of visiting services (e.g., map, navigation, scheduler, protocol archives, professional advice, and online case conferencing). The user satisfaction survey revealed that nurses showed high satisfaction with the system. Among all features, the nurses were most satisfied with the care plan, which included AI-based recommendations for community referral.
Conclusions
The system developed from the study has attractive features for visiting nurses and supports their essential tasks. The system can help with effective case management for older adults requiring in-home care and reduce nurses' workload. It can also improve communication and networking between healthcare and long-term care institutions.
... The purpose of the (Kano) model is to assess customer satisfaction about the specific characteristics of products and the organization's belief that the standards of its products can be distinguished by recognizing the significant impact on customer satisfaction. Noriaki Kano pointed out the need to study what is known as the customer's voice (VOC), according to the belief that the customer has invisible needs (hidden needs) (Gupta & Srivastava, 2011). The objective of the Kano model is to achieve a better understanding of how customer satisfaction develops, to evaluate and perceive quality attributes, and to consider which attributes are most important to customers in order to improve them, as well as to show the extent of the difference in customer satisfaction (Paraschivescu & Cotîrlet, 2012). ...
The purpose of the research is the possibility of applying the Analytic Hierarchy Process (AHP) and the Kano model in determining the customer's requirements for the product of the General Company for Batteries Industry / Iraq in order to improve the quality of the product. The General Company for Batteries Industry / Iraq produces all types of car batteries. Data was collected by designing two forms the first questionnaire on the Analytic Hierarchy Process (AHP) and the second related to the Kano model. The questionnaires were distributed to all (80) distributors of the General Company for Batteries Industry / Iraq. The results concluded that the customer's requirements that were determined based on the Analytic Hierarchy Process included (efficiency, battery life, Amperometry, price, Maintenance of Car Batteries AGM, resistance to weather conditions/ease of obtaining the product). While the Kano model classified (efficiency, battery life) requirements as Must – Be Attributes, (Amperometry, ease of obtaining the product) requirements as One-Dimensional Attributes, (price, Maintenance of Car Batteries AGM) requirements as Indifferent Attributes, and (resistance to weather conditions) Attractive Attributes are requirements. The General Company for Batteries Industry / Iraq should provide the battery product that meets the customer's requirements for the purpose of being able to compete and increase its market share.
... The Kano model was previously successfully used as a technique for classifying quality attributes in a whole range of research areas, like hospitality services by Zobnina and Rozkhov [61], the healthcare industry by Gupta and Srivastava [62], restaurant services by Pai et al. [63] and Chen et al. [64], elderly care service platforms by Zhou et al. [65], and even hotel service robots by Xie et al. [66,67]. ...
Recent global trends related to the increasing use of e-commerce are becoming a challenge for courier transport, especially in the last-mile process of delivering products to the final retail recipient. One delivery method is the personal collection of the parcel in an automated post box, available 24/7 for the customer. Our research method was based on a preliminary selection of the most important features of parcel lockers’ service quality, which were extracted based on the analysis of the scientific literature and previous research. This analysis was carried out by conducting a survey of Polish parcel locker users that provided data coded according to the dimensions of the Kano model. Based on the total satisfaction index, the results allowed us to conclude that a dedicated application (−0.96), proper placement of the parcel in the box (−0.82), adjusting the size of the parcel to the size of the box (−0.79), the location of parcel stations (−0.74), and ensuring improvements for the disabled (−0.62) are the most important features in the process of the automatic delivery of parcels to recipients in urban areas. This paper enriches the literature on the customer service quality of self-service technologies for last-mile delivery with the use of automated parcel lockers.
... The analysis was supported with review papers of the most commonly used approaches to the classification of quality attributes according to the Kano model published by Berger et al. [55], Wang and Ji [56], Mikulić and Prebežac [57], Wittel et al. [58] or Kermanshachi et al. [59]. The Kano model has been previously successfully used as a technique for classifying quality attributes in a whole range of research areas, like: hospitality services by Zobnina and Rozkhov [60], healthcare industry by Gupta and Srivastava [61], restaurant services by Pai et al. [62] and Chen et al. [63], elderly care service platform by Zhou et al. [64] or even hotel service robots by Xie et al. [65]. ...
Recent global trends related to the increasing use of e-commerce are becoming a challenge for courier transport especially in the last-mile process of delivering products to the final retail recipient. One of the delivery methods is the personal collection of the parcel in an automated post box, available 24/7 for the customer. This research aims to define the most important attributes of the courier services quality, including the delivery of parcels through automated sending and receiving parcel lockers, leveraging advanced technologies, data, and connectivity to enhance the quality of life, sustainability, and efficiency for city residents. The research was based on a preliminary selection of the most important features of parcel lockers’ service quality, which were extracted from the analysis of scientific literature and previous research. The analysis was carried out by conducting a survey among city parcel locker users that provided data coded according to the dimensions of the Kano model. This allowed to conclude that the location of parcel stations, ensuring improvements for the disabled, adjusting the size of the parcel to the size of the box, proper placement of the parcel in the box and a properly functioning dedicated application are the most important features in the process of automatic delivery of parcels to recipients in urban areas. This paper enriches the literature on customer service quality of self-service technologies for last-mile delivery with the use of automated parcel lockers.
... Students' assessment of the quality of studies and their satisfaction with the study process have a crucial role (Chapleo & Sims 2017;Degtjarjova et al., 2018;Lapina et al., 2016;Marić, 2013). There are many well-known approaches and methodologies, such as the Kano model, SERVQUAL, SERVPERF, HEdPERF, QFD and others that are widely used for quality assessment and students' satisfaction evaluation in the context of the provided theoretical knowledge and practical skills (Abdullah, 2005(Abdullah, , 2006a(Abdullah, , 2006b(Abdullah, , 2006cBăcilă et al., 2014;Banahene, 2018;Brochado, 2009;Firdaus, 2006;Gupta & Srivastava, 2011;Silva, 2017;Nikoloski et al., 2013;Parasuraman et al., 1988;Parasuraman et al., 1991). ...
Quality Function Deployment (QFD) is a well-known quality improvement and assessment methodology that can be applied in different fields, including higher education. The principle of continuous improvement refers to the study process and also relates to the initial analysis of the content of the study program and the systematic improvement process. The research aims to analyse and assess the Quality Function Deployment methodology application for the study program improvement, particularly focusing on the program quality assessment. Research methodology and results provide an opportunity to determine the high-priority skills, professional requirements and the significance of those study program components that create students’ opinions about the importance of learning outcomes according to the professional competence they need and expect. The research results show how QFD methodology can be used to assess and improve study programmes in higher education institutions and indicate the benefits of the methodology application.
