利用狩野纪昭二维质量模式探讨住院服务满意度——以某三甲医院中心为例

Using KANO Two-Dimensional Model to Explore the Satisfaction of Inpatient Service—A Example for Tertiary Hospital

摘要: 依据《国务院办公厅关于加强三级公立医院绩效考核工作的意见》(国办发[2019]4号)文件，将满意度评价纳入医院绩效考核，通过病患的观点来评价医疗服务质量。对于满意度的评价模型总类繁多，但都以一维模式的质量观点进行衡量。一维的模式就是一质量的要素，当充足时会令人感受到满意，反之就不满意﹔事实上并非所有质量要素都是如此，顾客满意与质量要素间不再是传统的一维模式，而是二维的模式；二维质量认为并非全部的品质要素在充足时都会获得顾客满意，有时可能会造成不满意。满意或不满意是来自不同的构面。由日本学者提出Kano二维品质模式，更加能够帮助了解顾客的动向，可运用于服务质量的提升；有助于医疗服务质量的分类及策略上的应用。

Abstract: According to the file called Opinions of the General Office of the State Council on strengthening performance appraisal in tertiary public hospitals (No. 4 file issued by the State Council in 2019) , the satisfaction evaluation was included in the hospital performance appraisal, and the quality of medical service was evaluated from the perspective of patients. There are many evaluation models for satisfaction, but all of them are measured by one-dimensional Model. The one-dimensional model is an element of quality, which is satisfactory when it is sufficient and unsatisfactory when it is not. In fact, not all quality factors are like this, the relationship between customer satisfaction and quality factors is no longer a traditional one-dimensional model, but a two-dimensional model. Two-dimensional believes that not all quality elements will satisfy customer when sufficient, and sometimes may cause dissatisfaction. Satisfaction or dissatisfaction comes from different dimen-sions. The KANO Two-Dimensional Model proposed by Japanese scholars can help to understand the customers’ trends, which can be used to improve the service quality, and it contributes to the classification of medical service quality and the application of strategy.