An integrated methodology for evaluating patient service quality

Materla, Tejaswi; Cudney, Elizabeth A.

doi:10.1080/14783363.2018.1505494

Cited by 3 publications

(2 citation statements)

References 26 publications

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“…9 articles developed it by adapting the existing questionnaire (Ke et al, 2021; Lee et al, 2007; Li Zhen, 2017; Li Teng-hun et al, 2015; Luming Li et al, 2022; Xiong Wei et al, 2012; Wang Shu-yi, 2005; Zhai et al, 2015; Nie Shijun, 2016), and 3 article adopt the method of review articles (Materla & Cudney, 2020; Rozaq et al, 2019; Xiong et al, 2022). Additionally, 4 studies tested the reliability and validity of the questionnaire (Materla & Cudney, 2020; Li, 2021; Luming Li et al, 2022; Zhai et al, 2015). The Kano questionnaire consists of a set of attribute-specific questions.…”

Section: Resultsmentioning

confidence: 99%

The application value of Kano Model in quality of healthcare: A scoping review

Wang,

Tang,

Jiang

et al. 2024

Preprint

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Background: The Kano model has been utilized in healthcare services with a focus on capturing the patient's perspective, in order to generate reliable evidence regarding areas that require improvement. Objective: The objective of this study is to provide a description of the implementation of the Kano Model in the healthcare sector and to identify the common quality attributes that have the potential to enhance patients' satisfaction. Methods: Literature searches were performed using PubMed, Web of Science, Embase, Cochrane, CINAHL, Scopus, OVID, CBM, CNKI, VIP, and Wanfang Database. Primary studies of Kano model and healthcare quality in English and Chinese were included. Results: 42 studies were included eventually. There are three findings: (1) the Kano model's application is not uniform; (2) dimensions of reliability, efficiency, and assurance are crucial for improving healthcare quality and satisfaction, but tangible and empathy are difficult to interpret; (3) applying Kano model to improve patient satisfaction is imperative. Conclusions: The impact of specific quality attributes on healthcare services and their application in practice are highlighted in this review. Besides, future research could focus on Internet+ nursing applications.

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Section: Resultsmentioning

confidence: 99%

The application value of Kano Model in quality of healthcare: A scoping review

Wang,

Tang,

Jiang

et al. 2024

Preprint

View full text Add to dashboard Cite

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“…The Kano model is a framework to describe how quality attributes create customer satisfaction. The Kano model categorizes the relationship between quality attributes and customer satisfaction (Materla and Cudney, 2020), which is often incorrectly assumed linear. However, increasing the performance on one attribute does not necessarily increase customer satisfaction (Lee and Newcomb, 1997; Jané and Dominguez, 2003; Materla and Cudney, 2017).…”

Section: Introductionmentioning

confidence: 99%

Using the voice of the student to identify perceptions of teaching effectiveness attributes: a pilot study

Cudney

Anderson

Beane

et al. 2023

QAE

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Purpose Teaching effectiveness is essential to student learning, engagement and success. This study aims to identify the perceived teaching effectiveness attributes from the student’s perspective through a pilot study. Design/methodology/approach A comprehensive literature review identified 6 demographic and 25 teaching effectiveness characteristics. The Kano model was used to gather and analyze the student’s voices. The research validated the survey instrument using Cronbach’s alpha to ensure internal consistency and Chi-square goodness of fit to test the data distribution. Differences in response patterns were analyzed using Fisher’s exact test. Furthermore, the magnitude of the effect between the teaching effectiveness attributes was determined using Cramer’s V test. Findings This study determined that students perceived 19 attributes as one-dimensional, 3 as indifferent, 2 as attractive and 1 as one-dimensional and attractive. The analysis found differences in response patterns concerning readings and materials, grading rubrics to set assignment expectations and group/teamwork on projects. Research limitations/implications As a pilot study, the sample size was small. Additional research should validate the survey using a larger sample. While the study results are specific to the college surveyed, other educators can use the methodology to identify the attributes important to their students. Practical implications Categorizing attributes based on the student’s voice enables instructors to focus on attributes that will improve the learning experience. Originality/value This research provides a comprehensive methodology for identifying critical teaching effectiveness attributes from the student’s perspective.

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Evaluating digital health attributes for users’ satisfaction: an application of the Kano model

Cavacece,

Maggiore,

Resciniti

et al. 2024

TQM

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PurposeThe purpose of this paper is to investigate user satisfaction with digital health solutions by identifying and prioritizing different service attributes on the basis of their impact on improving user satisfaction.Design/methodology/approachThrough a literature review and interviews with health professionals and patients, 20 attributes of digital health services provided in Italy have been identified. User satisfaction with these attributes has been evaluated by adopting the Kano model’s continuous and discrete analyses.FindingsThe findings reveal the essential attributes of digital health services that meet users' expectations, identify the attributes that users appreciate or dislike having and highlight unexpected attributes that lead to a significant boost in satisfaction when provided.Research limitations/implicationsThis study demonstrates the efficacy of the Kano model in assessing the nonlinear correlation between user satisfaction and the quality of digital health services, thus contributing to fill a gap in the literature in this area. The main limitation of this work is the use of a non-probabilistic sampling method.Practical implicationsThis research suggests healthcare institutions and organizations consider user preferences when designing digital health solutions to increase their satisfaction. The results indicate different effects on user satisfaction and dissatisfaction for different categories of attributes in the Italian context.Originality/valuePrevious works studied customer satisfaction with digital health, assuming a linear relationship with service quality, or investigated consumer adoption intentions focusing on the technological factors. This work advances available knowledge by analyzing the nonlinear relationship between digital health attributes and users’ satisfaction and dissatisfaction.

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An integrated methodology for evaluating patient service quality

Cited by 3 publications

References 26 publications

The application value of Kano Model in quality of healthcare: A scoping review

The application value of Kano Model in quality of healthcare: A scoping review

Using the voice of the student to identify perceptions of teaching effectiveness attributes: a pilot study

Evaluating digital health attributes for users’ satisfaction: an application of the Kano model

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