scholarly journals Evaluation and Analysis of the Satisfaction Degree of the Intelligent Outpatient Clinic of Tianjin 3A Grade Hospitals Based on the KANO Model

2021 ◽  
Vol 2 (2) ◽  
Author(s):  
Fanyu Zhao ◽  
Yawen Xiao ◽  
Xue Feng ◽  
Chang Liu ◽  
He Jiang
Keyword(s):  
Outpatient Clinic ◽  
Outpatient Service ◽  
Payment Method ◽  
Kano Model ◽  
One Dimensional ◽  
Patients Satisfaction ◽  
Medical Experience ◽  
Payment Methods ◽  
Satisfaction Degree

Objective — Based on the Kano model, we investigated the outpatients' satisfactions with the functions of the intelligent outpatient clinic of 3A Grade hospital in Tianjin, to improve the function of the intelligent outpatient clinic. Methods — Based on the Kano model, a questionnaire was designed to investigate the satisfaction and expectation of Tianjin outpatients with the use of intelligent outpatient clinic. A survey was conducted on 384 outpatients to determine the functions of the intelligent outpatient clinic. Results — Among the 14 intelligent outpatient service, 11 (79%) are attractive quality, 3 (21%) are one-dimensional quality, and there are no must-be quality. In the quadrant diagram, there are 3 requirements in the dominant area and 11 requirements in the retention area. There are three high satisfying attributes: convenience of multifunctional payment method, convenience of reservation registration and security of multiple payment methods. There is an unsatisfying function: the information pushed by WeChat platform. Conclusion — The intelligent outpatient clinic function has been satisfied by most patients, but it hasn’t been fully popularized. It is necessary to improve the payment security, the order waiting and other attractive quality, to optimize the medical experience of the intelligent clinic and improve patients' satisfaction.

scholarly journals Experiment of Telecom Customer’s Needs and Satisfaction Based on Kano Model

2019 ◽  
Vol 9 (2) ◽  
pp. 5074-5077
Keyword(s):  
Customer Satisfaction ◽  
Behavioral Intentions ◽  
Network Performance ◽  
Service Providers ◽  
Kano Model ◽  
One Dimensional ◽  
Wide Range ◽  
Telecom Service ◽  
Four Quadrant

with the changing technology customers are more aware of services available to them. They access wide range of information of available products and services which has lead to change in their perception about services and service providers. This has made telecom a hard sector to survive for telecom service providers. These changes in behavioral intentions has made it necessary to us understand what all services customers feel a mandatory part of telecom service and what attract them to reuse the service. To study these customers needs Kano model was applied to category services of SERVQUAL model on four quadrant - attractive, one dimensional, must-be and indifferent. The result stated that network performance attract telecom customers the most and tangibility factors are the ones which service providers can minimize as customers are indifferent about them. Safety and security in transaction is one dimensional factor that can increase customer satisfaction. Must be attributes need to be continued to maintained customers stay with the telecom brands. Thus study tried to understand behavior of customers and identify factors that could increase customer satisfaction.

scholarly journals Sistem Informasi Evaluasi Kualitas Layanan Website Perguruan Tinggi Menggunakan Fuzzy Kano Model

2016 ◽  
Vol 2 (1) ◽  
pp. 11-22
Author(s):  
Kasmawi . Kasmawi
Keyword(s):  
Model Data ◽  
Kano Model ◽  
One Dimensional

Intisari— Kualitas layanan website merupakan salah satu kunci keberhasilan dari sebuah website perguruan tinggi. Hal ini dapat diukur dari tingkat kualitas layanan website dan indeks kepuasan pengguna. Penelitian ini bertujuan pengembangan aplikasi untuk evaluasi kualitas layanan website di perguruan tinggi untuk meningkatkan kepuasan pengguna. Dimensi pertanyaan mengacu pada model Servqual. Alat analisis yang digunakan adalah Fuzzy Kano Model. Data dari jawaban responden analisis menggunakan Fuzzy Kano Model yaitu kategori : Must Be Requirements, One Dimensional Requirements, Attractive requirements. Sedangkan pendekatan fuzzy pada kuisioner dapat mengurangi tingkat kesubyektifan. Penelitian ini menghasilkan aplikasi kuesioner evaluasi berbasis web dinamis secara online dan menyajikan informasi kualitas layanan website dan indeks kepuasan pengguna berdasarkan dimensi Serqual pada website perguruan tinggi.  Analisis Fuzzy Kano Model, dari 5 dimensi Servqual menghasilkan kepuasan pengguna terhadap masing-masing dimensi: Tangibles (0.3866), Reliability (0.3939), Responsiveness (0.3485), Assurance (0.4249) dan Empathy (0.4632). Hasil tersebut jika dibandingkan dengan kriteria  tingkat kepuasan bahwa pengguna kurang puas terhadap layanan website www.polbeng.ac.id terutama pada dimensi Responsiveness yang mempunyai nilai ketidakpuasan paling rendah

LOYALTY ASSESSMENT OF ELDERLY CUSTOMERS TO THE PHARMACY USING KANO MODEL

2021 ◽  
Vol 92 (2) ◽  
pp. 24-33
Author(s):  
S. G. Troina ◽  
◽  
V. V. Kuhach ◽  
Keyword(s):  
Sociological Study ◽  
Kano Model ◽  
Pricing Policy ◽  
One Dimensional ◽  
Wide Range ◽  
Presence And Absence ◽  
The Republic ◽  
Modern Technologies

The article presents the results of a sociological study conducted with the questionnaire of 385 pharmacy customers from different regions of the Republic of Belarus aged over 60 using Kano model. The respondents consistently expressed their attitude to the presence and absence of 13 characteristics (parameters) effecting the performance of pharmacies. The purpose of this study is to assess the loyalty of elderly customers to the pharmacy using Kano model. The potentials of elderly customers’ satisfaction and dissatisfaction with the work of pharmacies are calculated. The same parameter was revealed to have a different effect on the potential of satisfaction and dissatisfaction of pharmacy elderly customers. The distribution of the parameters studied into 4 quadrants allowed to determine mandatory characteristics of the pharmacy (availability of a wide range of products, competence of pharmaceutical workers; provision of the customers with detailed information about the purchased product), linear (location of the pharmacy, convenient schedule of its work, rational pricing policy, discount availability, informative and esthetic design of shop windows, benevolence of pharmaceutical workers) and indifferent ones (availability of car parking near the pharmacy, advertising items in the pharmacy, ability to get additional services in the pharmacy, modern technologies for population service). Attractive parameters were not set. The design of shop windows is at the border edge of mandatory and one-dimensional characteristics intersection. To attract customers and increase their loyalty to the pharmacy it is necessary to ensure availability of mandatory and to develop the category of linear characteristics.

“PATRON” Inovasi Drone Untuk Membantu SATGAS COVID-19 Mencegah Penyebaran Virus Pada Kerumunan

2021 ◽  
Vol 2 (2) ◽  
Author(s):  
Fariza Halidatsani Azhra ◽  
Nayoko Prasetyo Jati
Keyword(s):  
Disease Transmission ◽  
Task Force ◽  
Kano Model ◽  
One Dimensional ◽  
Infrared Rays ◽  
Rapid Spread ◽  
Transmission Prevention ◽  
The Government ◽  
The One ◽  
Voice Of Customer

Abstract—COVID-19 be a concern in all countries because of its rapid spread through droplets or airborne. The COVID-19 Task Force recorded that 1.4 million Indonesians were exposed to the virus. The government has established health protocols, one of which is social distancing. However, as time goes by, people's awareness of the dangers of COVID 19 is decreasing. Many people violate health protocols and crowd in various places. Based on these problems, a disease transmission prevention tool is designed to reducing the spread of the virus. The method used in this research is Kano Model. From the results of the voice of customer and Kano Model analysis, it was found that the drone that consumers want is have a disinfectant in the form of 360⁰ UVC rays, sound transmission in the form of a mic along with speakers, both of which are included in the attractive category, while the one-dimensional category is a temperature gauge in the form of infrared rays to help detect the symptoms of the COVID-19 virus. The presence of PATRON is expected to help the COVID-19 Task Force in an effort to prevent the transmission of the COVID-19 virus.  Keywords: disease transmission tool, kano model, covid-19   Abstrak—Virus COVID 19 menjadi perhatian di berbagai negara dikarenakan penyebaranya yang cepat melalui droplet atau airborne. Berdasarkan data SATGAS COVID 19 tercatat sejumlah 1,4 juta penduduk indonesia terpapar virus. Pemerintah menetapkan berbagai protokol kesehatan untuk mengurangi risiko penyebaran virus, salah satunya yaitu menjaga jarak. Namun, seiring berjalannya waktu kesadaran penduduk akan bahaya COVID 19 semakin berkurang. Banyak masyarakat yang melanggar protokol kesehatan dan berkerumun di berbagai tempat. Sebagai langkah mengurangi jumlah kerumunan, dibutuhkan sebuah alat untuk membubarkan kerumunan dengan tujuan mengurangi penyebaran virus. Berdasarkan permasalahan tersebut, maka dirancang disease transmission prevention tool. Metode yang digunakan dalam perancangan desain alat adalah Model Kano. Dari hasil voice of costumer dan analisis Model Kano, didapatkan hasil bahwa drone yang dihendaki oleh konsumen yaitu memiliki disinfektan berupa sinar UVC 360⁰, transmisi suara berupa mic beserta speaker, kedua hal tersebut termasuk kedalam kategori attractive, sedangkan kategori one dimensional yaitu pengukur suhu berupa sinar infrared untuk membantu mendeteksi gejala virus COVID-19. Kehadiran PATRON diharapkan dapat membantu membantu SATGAS COVID-19 dalam upaya pencegahan penularan virus COVID-19. Kata kunci: disease transmission tool, model kano, covid-19

scholarly journals Influence of Mobile Payment on Bus Boarding Service Time

2020 ◽  
Vol 2020 ◽  
pp. 1-12
Author(s):  
Guojun Chen ◽  
Weilun Chen ◽  
Shuyang Zhang ◽  
Dong Zhang ◽  
Haode Liu
Keyword(s):  
Service Time ◽  
Regression Models ◽  
Mobile Payment ◽  
Qr Code ◽  
Payment Method ◽  
Ic Card ◽  
Payment Methods ◽  
First Choice ◽  
Service Efficiency ◽  
Bus Service

A new form of mobile payment, Quick Response (QR) code, has been a popular way of paying bus fares in China since 2017. Compared with conventional payment methods, cash or IC card, QR code shows a lot of differences in response time, recognition accuracy, and payment procedure, which significantly influences the boarding service time (BST) for passengers. However, no research has considered its efficiency. This study, therefore, tries to fill this gap and investigate its influence on BST. Sufficient ride-check data were collected, and the influence of the QR code payment method on BST was examined through a set of regression models. Passengers pay the bus fare with different payment methods as their first choice; nevertheless, when the payment fails, they may transfer among them. According to the payment choice, result, and process, we introduce the first-choice-based, the last-choice-based, and the choice-transfer-based models, respectively. The scenario with delays in calling out the QR code was considered in the choice-transfer-based model. The onboard crowdedness was regarded as a categorical variable to determine the regime of the boarding process in all models. We conduct empirical analysis in Wuhan, and this study can help to identify the influence of the QR code payment method on BST, consequently, improving bus service efficiency.

Evaluation of Subway Station Information Using KANO Model

2015 ◽  
Vol 744-746 ◽  
pp. 2081-2085 ◽  
Author(s):  
Liang Jie Xu ◽  
Guan Yun Wang ◽  
Qi Yuan Liu ◽  
Wei Zhao
Keyword(s):  
Service Level ◽  
Subway Station ◽  
Kano Model ◽  
Information Requirement ◽  
Satisfaction Degree ◽  
Passenger Satisfaction

In order to acknowledge passenger’s satisfaction degree of subway station information and improve subway station service level. This paper analyzes passenger’s information requirement in subway station, using KANO model to evaluate subway station information. And at last show an example of Wuhan Zhongnan Road subway station, analyze passenger satisfaction degree in subway station.

scholarly journals The Application and Practice of Humanistic Care in the Emergency Department

2015 ◽  
Vol 4 (3) ◽  
pp. 25
Author(s):  
Yuehuan Fu
Keyword(s):  
Emergency Department ◽  
Control Group ◽  
Emergency Nursing ◽  
Care Model ◽  
Hospital Emergency ◽  
Patients Satisfaction ◽  
Satisfaction Degree ◽  
Emergency Department Patients ◽  
Experimental Group

<p><strong>Objective:</strong> To study the application of humanized nursing in the emergency room, hence seek more suitable care model for emergency nursing. <strong>Methods:</strong> By reviewing the 521 patients visited to the hospital emergency department in April 2013 to May 2014, the patients were divided into control group and experimental group in accordance with the principle of voluntary and the principle of random. The control group has a total of 260 patients with normal nursing model. The experimental group has a total of 261 patients with the humanized nursing mode. Patients satisfaction degree was investigated after the nursing care. <strong>Results:</strong> The satisfaction questionnaire Results show that the satisfaction degree of experimental group patients was significantly higher than the control group patients (<em>p</em> &lt; 0.05). <strong>Conclusion:</strong> Humanistic nursing can effectively improve the emergency department patients satisfaction degree, help to improve the quality of service, and has value for clinical promotion.</p>

scholarly journals ANALISIS TINGKAT KEPUASAN PASIEN TERHADAP PENANGANAN TERAPI OKUPASI DI INSTALASI REHABILITASI MEDIK RSUP PROF. DR. R. D. KANDOU MANADO

e-CliniC ◽  
2015 ◽  
Vol 3 (2) ◽  
Author(s):  
Meilany D. Wongkar ◽  
Joudy Gessal ◽  
Leonard S. Angliadi
Keyword(s):  
Dynamic Condition ◽  
Medical Rehabilitation ◽  
P Value ◽  
Test Analysis ◽  
Purposive Sampling ◽  
Patients Satisfaction ◽  
Satisfaction Degree ◽  
Significant Difference ◽  
Before And After ◽  
The Impact

Abstract: Medical rehabilitation aims to lessen the impact of a disability and enhance the ability of people with disabilities, therefore, they can be involved in social interaction. One of the rehabilitation treatments is occupation therapy which helps individuals by giving suggestions and enhancing independence. Quality is a dynamic condition which fills or surpass the expectations. Quality is closely related to costumers’ satisfaction. It encourages the costumers to create a strong bond of relationship. This study aimed to obtain patients’ satisfaction degree toward the implementation of occupation therapy in the Medical Rehabilitation Installation Prof. Dr. R. D Kandou Hospital, Manado. This was a descriptive observational study. Sampleds were collected by using purposive sampling. The result of the T Test analysis showed that there was a significant difference between before and after the therapy with a p value = 0.000. Based on the result of the satisfaction degree to the variable of expectation and reality, the average obatined was 7.9. Conclusion: Patients’ expectation degree was higher than the reality of service that they received.Keywords: medical rehabilitation, occupation therapy, patients satisfaction degree.Abstrak: Rehabilitasi medik bertujuan untuk mengurangi dampak keadaan cacat dan meningkatkan kemampuan penyandang cacat sampai interaksi sosial. Salah satu pelayanan rehabilitasi ialah terapi okupasi, yang membantu individu dalam memberi anjuran dan menjamin bantuan untuk meningkatkan kemandirian. Kualitas merupakan kondisi dinamis yang memenuhi atau melebihi harapan. Kualitas memiliki hubungan yang sangat erat dengan kepuasan pelanggan, yaitu kualitas memberikan suatu dorongan kepada pelanggan untuk menjalani ikatan hubungan yang kuat. Penelitian ini bertujuan untuk mengetahui gambaran tingkat kepuasan pasien terapi okupasi di Instalasi Rehabilitas Medik RSUP. Prof. Dr. R. D. Kandou. Penelitian ini bersifat deskriptif observasional. Pengambilan sampel dilakukan secara purposive sampling. Hasil analisis uji t menunjukkan terdapat perbedaan bermakna sebelum dan sesudah terapi dengan nilai p = 0,000. Berdasarkan hasil uji nilai tingkat kepuasan terhadap variabel harapan dan kenyataan menunjukkan perbedaan dengan nilai rata-rata 7,9. Simpulan: Nilai harapan pasien lebih besar dari kenyataan pelayanan yang mereka terima.Kata kunci: rehabilitasi medik, terapi okupasi, tingkat kepuasan pasien

scholarly journals Klasifikasi Atribut Pelayanan Mobile Banking dengan Kano Model Berdasarkan Dimensi E-Servqual

2018 ◽  
Vol 2 (2) ◽  
pp. 77
Author(s):  
Imam Safi'i
Keyword(s):  
Customer Satisfaction ◽  
Mobile Banking ◽  
Kano Model ◽  
Banking Services ◽  
One Dimensional ◽  
Model Method ◽  
Dimensional Classification ◽  
Fast Application

This study aims to determine the classification of mobile banking services that improve customer satisfaction based on the dimensions of E-Servqual using the Kano Model method. The classification is needed so that the banks were able to make improvements and innovations in the performance of the quality of their mobile banking services. From the results of data processing using Kano, it is known that the service attributes that need to be improved are the m-banking facility, which features a cash withdrawal service via ATM. This will have a major impact on customer satisfaction because these attributes have the highest satisfaction coefficient value of 0.67 in one-dimensional classification. Furthermore, service attributes that need to be improved and innovated are m-banking has a fast application reactivation service with a satisfaction coefficient of 0.61 in the attractive classification

Revising the Kano model for designing an employee compensation system

2019 ◽  
Vol 32 (1) ◽  
pp. 78-91
Author(s):  
Hossein Vaez Shahrestani ◽  
Arash Shahin ◽  
Hadi Teimouri ◽  
Ali Shaemi Barzoki
Keyword(s):  
Design Methodology ◽  
Compensation System ◽  
Kano Model ◽  
Employee Compensation ◽  
Content Type ◽  
One Dimensional ◽  
Compensation Systems ◽  
Proposed Model ◽  
The One

Purpose The purpose of this paper is twofold: first, to revise the Kano model with a focus on one-dimensional attributes; and second, to use the revised model for categorizing and prioritizing various employee compensation strategies. Design/methodology/approach The Kano evaluation table has been revised and the one-dimensional attribute has been further extended to three categories of OO, OM and OA. In the next step, the literature review-based identified strategies have been categorized and prioritized according to the developed Kano model. Consequently, an employee compensation system has been proposed to a process-based manufacturing company as a case study. Findings Findings indicated that out of the 44 employee compensation strategies, typically 6 were must-be, 13 were one-dimensional, 18 were attractive and 7 were indifferent. Also, the results of the revised Kano model indicated that typically out of the 13 one-dimensional strategies, 7 were one-dimensional tending toward must-be (OM); and 6 were one-dimensional tending toward attractive (OA). Research limitations/implications The case study was limited to one company. The validity of the proposed model can be further studied in a larger population. This study provides managers with a more accurate instrument of decision making in selecting more differentiated employee compensation strategies, which, in turn, might lead to more employee satisfaction. Originality/value Theoretically, this study is different from existing studies, since almost none of the previous studies extended the Kano evaluation table for one-dimensional attributes. Practically, this study is another evidence of the application of the Kano model in the field of human resource management and in particular contributes to the design of employee compensation systems.

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