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Citizens' role in health services: satisfaction behavior: Kano's model, Part 2
Antoni Corbella Jané1, Salvador Maturana Domínguez
1Institut d'Estudis de la Salut (Institute for Health Studies), Health and Social Security Department, Barcelona, Spain.
Quality Management in Health Care
|February 21, 2003
Abstract:
Kano's approach, besides providing a theoretical model for the behavior of consumer satisfaction, makes it possible to convert theory into practice by creating instruments (questionnaires) designed to study consumer preferences and to find out how a given service feature or attribute will behave in terms of consumer satisfaction. In the second part of this article (part 1 is also in this issue), we describe the technical aspects of developing and using this type of questionnaire and the implications of applying Kano's model.