Kano Analysis of Patients’ Satisfaction at Community Pharmacy—Applying Good Old Practice to Current Problems of Society—
- VernacularTitle:Kano Analysis of Patients’ Satisfaction at Community Pharmacy—Applying Good Old Practice to Current Problems of Society—
- Author:
Haruo YAMAGUCHI
1
Author Information
- Keywords: Kano model; customer satisfaction; basic needs; performance needs; excitement needs
- From:Japanese Journal of Social Pharmacy 2017;36(2):126-129
- CountryJapan
- Language:Japanese
- Abstract: Consumer satisfaction is an important parameter for assessing the quality of pharmacy. Whereas expectation for pharmacists has been increasing recently, misconception still exists. The Kano analysis is a customer-oriented quality measurement and quality improvement technique. Using this analysis, the aim of the study is to assess the patients’ satisfaction regarding the services provided by pharmacists based on basic needs, performance needs, and excitement needs. Community pharmacists will need to distinguish them to enhance patients’ satisfaction.
