Prioritizing Healthcare Service Attributes: Comparing Importance Performance Analysis and KANO’s Model  

Oleh:

Hanoum, Syarifah ; Moses ; Noufal, Faiz

Jenis: Article from Proceeding
Dalam koleksi: APCOMS 2009: The 2nd Asia-Pacific Conference on Manufacturing System: Reconfigurable Manufacturing System for Facing Turbulent Manufacturing Environment, November 4th-5th, 2009, Yogyakarta, Indonesia, page V.1-8.
Topik: Healthcare; Services Attributes; Importance Performance Analysis (IPA); KANO’s Model
Fulltext: APCOMS G5-1.pdf (510.05KB)

Isi artikel

Nowadays demands on high quality of healthcare services have brought up in customers’ mind. Consequently, healthcare services can not merely care medical effect but also should focus on influencing factors of quality to increase customer (patients) satisfaction and earn customers’ loyalty. The study is conducted at a Jamsostek Clinic on Surabaya, begins with investigating qualitative data by listening to the voice of patients. All of the voice of patients then will be classified into five dimensions of quality attributes, namely: tangibles, reliability, responsiveness, assurance, and empathy. Subsequently, patients will be asked concerning the importance of each attributes as well as their current performances. This study combined Importance Performance Analysis (IPA) and Kano’s Model to determine which service attributes will be improved first. IPA is conducted to prioritized quality attributes which influence customer satisfaction most. On the other hand, this paper also presents how can voice of patients in a healthcare services are analyzed by using Kano’s model to establish nonlinear relationship between service attributes and customer satisfaction when the attributes are functional and disfunctional. Both methods construct different result on prioritizing service attributes. Therefore, both of them are suggested to be employed together when we decide which attributes will be prioritized for improvement.

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