ArticleHeliyon2024
Service demand analysis and optimization strategy construction of emergency observation patients based on the Kano model.
Article in Heliyon, 2024. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 6 papers.
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Who cites it
6 citing papers in PubMed.
- Art therapy-oriented space design for pediatric dental clinics: a Kano-AHP-FCE framework.Scientific reports · 2026Article
- Prioritizing Nursing Care Improvements in Chronic Disease Outpatients: A Cross-Sectional Study Based on SERVQUAL and Kano Models.Patient preference and adherence · 2026Article
- Evaluation of Needs for Chronic Disease Management Services in Patients with Inflammatory Bowel Disease Based on the Kano Model: A Cross‑Sectional Study.Patient preference and adherence · 2026Article
- Effect of nursing intervention on quality of life of patients with gastric ulcer based on KANO model.American journal of translational research · 2025Article
- Needs Analysis of Supportive Care for Postoperative Wound Rehabilitation in Anal Fistula Patients Based on the Kano Model.Journal of multidisciplinary healthcare · 2025Article
- Research on a Service Touchpoint Design Model Driven by Smart Technology Based on Kano-Failure Modes and Effects Analysis.Sensors (Basel, Switzerland) · 2024Article
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Authors and funding
6 authors.
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Abstract
Background: Emergency observation unit in China are characterized by a high number of patients, complexity of diseases, and instability of patient conditions, leading to low patient satisfaction. The Kano model is an effective method widely used to identify customer demands and improve service quality to enhance customer satisfaction. However, its application in emergency observation unit has been studied less. This study aims to design a questionnaire based on the Kano model and identify the demands of emergency observation patients to determine priorities for improvements in the emergency observation unit and improve patient satisfaction. Methods: A cross-sectional study was conducted in Guizhou Provincial People's Hospital from March 21st, 2023, to May 20th, 2023. A convenient sampling method was used to recruit 100 patients from the emergency observation unit, who completed a questionnaire designed based on the Kano model to assess their demands for care service. Data were analyzed using IBM SPSS Statistics 28.0 software. The element selection line and sensitivity analysis were used to determine factors for patient service demand improvement. Results: A total of 13 patient service demands for improvement were screened out from 19 service demands, including 1 item of must-be quality (M), 11 item of one-dimensional quality (O), and 1 item of attractive quality (A), These attributes showed significant differences in patients' sociodemographic characteristics. Conclusion: The Kano model is a valuable tool for identifying the characteristics of patients' service demands, and the element screening method can be employed to establish the hierarchy of these demands. These results offer crucial direction for creating forthcoming nursing management initiatives in emergency observation unit.
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