Article

An integration of kano’s model and exit-voice theory: a case study

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The purpose of this study was to examine overall customer satisfaction associated with medical service quality in Taiwan by integrated Kano’s model and customer satisfaction index model. Another purpose was to confirmed nonlinear and asymmetric relationship of Customer Satisfaction and Quality Performance by the research outcome. By analyzing 1,100 patients or their family members, this study used the structural equation model (SEM) with AMOS software for data analysis. The results show that must-be attributes, one-dimensional attributes and attractive attributes had a direct effect on overall customer satisfaction, Surprisingly, overall customer satisfaction had positively influenced customer loyalty customer satisfaction had negatively influenced customer complaints. The study also found that customer complaints have direct effect on customer loyalty. Importantly, the study found out the must-be attributes, the attractive attributes and one-dimensional attributes increased, the level of overall customer satisfaction also increased. The customer satisfaction positively influences customer loyalty in medical service quality in Taiwan. The findings might reveal new insights for researchers dealing with quality of medical service and for hospital managers who devote resources exclusively to achieving highest possible levels of patient satisfaction.

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Ketersediaan

Informasi Detail

Judul Seri

Asian Journal on Quality

No. Panggil

ATC LO YEN a

Penerbit

Taiwan : Emerald Insight., 2009

Deskripsi Fisik

19 p.

Bahasa

English

ISBN/ISSN

-

Klasifikasi

LO

Tipe Isi

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Tipe Media

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Tipe Pembawa

online resource

Edisi

Vol. 10, No. 2

Subjek

Customer satisfaction
Customer loyalty
Kano’s Model
Medical Service Quality

Info Detail Spesifik

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Pernyataan Tanggungjawab

Chih-Hung Tsai

Versi lain/terkait

Lampiran Berkas

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