ArticleScientific reports2025
Optimizing nursing services for orthopaedic trauma patients using SERVQUAL and Kano models.
Article in Scientific reports, 2025. 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.
- Construction of orthopedic specialty nursing quality standards based on sensitive indicators.Medicine · 2026Article
- Prioritizing Nursing Care Improvements in Chronic Disease Outpatients: A Cross-Sectional Study Based on SERVQUAL and Kano Models.Patient preference and adherence · 2026Article
- The Quantitative Analysis of Patients' Dignity and Privacy Needs in Anesthesia Nursing Services Based on the Kano and SERVQUAL Models.Risk management and healthcare policy · 2026Article
- Kano Model-Based Analysis of Medical and Nursing Service Needs of Fracture Patients and Their Families.Journal of multidisciplinary healthcare · 2026Article
- Developing Kano's model of customer satisfaction-driven intensive care unit end-of-life care strategies for gastrointestinal cancer patients.World journal of gastrointestinal surgery · 2025Article
- Product concept design method for improving user satisfaction based on case-based reasoning.Scientific reports · 2025Article
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Authors and funding
6 authors.
Funding
Abstract
Nursing managers increasingly focus on improving the quality of patient-centred nursing services.The combination of SERVQUAL model and Kano model can be used for the study on the improvement of nursing quality. Through a literature review and expert discussion, an evaluation questionnaire and a Kano model questionnaire were developed to assess the nursing service quality for orthopaedic trauma inpatients. The SERVQUAL model was used to identify low-level nursing service elements, and the Kano model, factor selection line and sensitivity analysis were used to determine the rectification order. Three hundred people completed two rounds of the survey. The total score for nursing service quality was -0.55. The 26 items assessing nursing service quality included 21 low-level items. There were 10 items that needed improvement. The main reason for low nursing service quality is inadequate attention to patient safety and comfort requirements. Constructing a training system for orthopaedic nurses and optimising the nursing service process are the primary strategies for optimizing the nursing service quality for orthopaedic trauma inpatients. It lays a good foundation for improving patients' experience and health outcomes.
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