重庆医学2012，Vol.41Issue(31)：3305-3307,3329,4.DOI:10.3969/j.issn.1671-8348.2012.31.025
基于Kano模型的医院门诊服务需求调查分析
A survey and analysis of medical needs towards out-patient clinic service based on Kano model*
摘要
Abstract
Objective To explore the feasibility and implementation effect of Kano model used in out-patient service investigation. Methods We investigated out-patients with Kano model questionnaire of demand out-patient service, and determined the outpatient services by Kano model analysis method,and then made quadrant analysis. Results In the Kano model analysis, there were 11 items attributed to must-be quality,12 attributed to one-dimensional quality,and 2 attributed to attractive quality. In the quadrant chart analysis,there were 12 items of the outpatient services in the competitive advantage district,9 in the urgent improvement district, and 4 in the district of waiting for the observation. Conclusion Kano model can be used for out-patient service investigation, and the quality of outpatient medical approved by a majority of out-patients. To achieve excellent management performance, we should focus on attractive quality services, while ensuring the basic properties of services.关键词
Kano模型/服务需求/门诊服务/医院管理Key words
Kano model/demand of service/outpatient service/hospital management引用本文复制引用
陈俊虎,王燕燕,苏汝好,吴进军..基于Kano模型的医院门诊服务需求调查分析[J].重庆医学,2012,41(31):3305-3307,3329,4.基金项目
广东省科技计划项目 (2007B031302001). （2007B031302001）
