Citizens' role in health services: satisfaction behavior: Kano's model, Part 2.
Kano's approach, besides providing a theoretical model for the behavior of consumer satisfaction, makes it possible to convert theory into practice by creating instruments (questionnaires) designed to study consumer preferences and to find out how a given service feature or attribute will behave in terms of consumer satisfaction. In the second part of this article (part 1 is also in this issue), we describe the technical aspects of developing and using this type of questionnaire and the implications of applying Kano's model.
Corbella Jané
Antoni
A
Institut d'Estudis de la Salut (Institute for Health Studies), Health and Social Security Department, Barcelona, Spain.
Maturana Domínguez
Salvador
S
D003258:Consumer Behavior; D019538:Health Care Surveys; D006302:Health Services Research / Q000379:methods*; D006801:Humans; D008389:Marketing of Health Services; D017146:Models, Organizational; D011787:Quality of Health Care; D011795:Surveys and Questionnaires; D017749:Total Quality Management