Demand analysis of Internet hospital service based on KANO Model
10.16571/j.cnki.1008-8199.2020.07.016
- VernacularTitle: 基于KANO模型的互联网医院服务需求分析
- Author:
Xiong HOU
1
;
Yu-xiu LIU
2
;
Ling-ling WANG
2
;
Lei QIAN
2
;
Xiao-qing JIANG
2
;
Zhao-rong SHI
1
Author Information
1. School of Health Services Management, Southern Medical University, Guangzhou 510515, Guangdong, China
2. Department of Medical Administration, General Hospital of Eastern Theater Command, PLA, Nanjing 210002, Jiangsu, China
- Publication Type:Journal Article
- Keywords:
internet hospital;
service attribute;
service quality;
KANO Model
- From:
Journal of Medical Postgraduates
2020;33(7):755-759
- CountryChina
- Language:Chinese
-
Abstract:
ObjectiveAs a new mode and format of health care service, Internet hospital has created a convenient and efficient medical treatment channel for patients and promoted more access to high-quality medical resources. In order to better identify patients′ service demands of Internet hospitals and thus meet people′s diversified health needs, refined classification management of service demands of Internet hospitals is implemented by KANO model, so as to promote the improvement of service quality of Internet hospitals and enhance patient satisfaction as well.MethodsBased on the analysis ideas of KANO model, 300 patients were randomly selected from the social pharmacy of an Internet hospital for questionnaire survey and service demand survey.ResultsIn the KANO requirement attribute classification of Internet hospital service items, there were 6 items belonging to charm attribute, 10 items belonging to expectation attribute and 5 items belonging to necessity attribute. Service items corresponding to expected attributes and necessary attributes account for more than 70% of Internet hospital services.ConclusionThe application of KANO model to the service demand survey of Internet hospitals can effectively improve the service management level of Internet hospitals, and the continuous improvement of service quality of Internet hospitals requires regular monitoring of service demand changes.
