Application of Kano\'s Two-Dimensional Quality Model and QFD on a Gender-Friendly Environment of Hospital

Abstract

With changes in economic development and market environment, people are paying more attention to service quality. Professional and medical conflicts are also increasing, and the quality of medical services has also come under increasing spotlight. Using the Kano two-dimensional quality model, this study proposed a priority list for constructing a gender-friendly environment. Combining the service experience engineering process, SERVQUAL scale and expert interviews, a questionnaire surveying the gender-friendliness of medical facilities is developed to determine patient needs. Research results showed that in terms of the gender-friendliness of medical facilities, patients are mostly aware of must-be qualities even if there was significant room for improvement in the existing health care environment, such as needing plenty of and clearly marked childcare areas. Using Quality Function Deployment and House of Quality, a priority list for facility improvements are made for the references for management.