標題: Application of Kano\'s Two-Dimensional Quality Model and QFD on a Gender-Friendly Environment of Hospital
作者: Chou, Ying-Chyi
Tsai, Pei-Chi
Pai, Jar-Yuan
Yen, Hsin-Yi
Lu, Ching-Hua
管理科學系
Department of Management Science
公開日期: 1-Jan-2014
摘要: 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.
URI: http://hdl.handle.net/11536/125154
ISBN: 978-1-890843-29-8
ISSN: 2159-5100
期刊: 2014 PORTLAND INTERNATIONAL CONFERENCE ON MANAGEMENT OF ENGINEERING & TECHNOLOGY (PICMET)
起始頁: 3322
結束頁: 3331
Appears in Collections:Conferences Paper