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Assessment of Patient Satisfaction and Experience Through Correlation Analysis and KANO Model

Lotfizadehdehkordi, Maziar, Mr

Abstract Details

, Master of Science in Engineering, University of Akron, Mechanical Engineering.
In pursuit of service excellence, patient satisfaction survey is widely used by hospitals and healthcare centers to measure their service levels during the course of healthcare delivery. While the traditional approach of interpreting the survey results through summary statistics and trend analysis may help identify the performance of service aspects related to patient’s experience, a better understanding of the cause-effect relationships between patients’ ratings of these service aspects and of the overall service is needed for the strategic allocation of resources for continuous process improvements. This research proposes a novel approach for patient satisfaction assessment by combining correlation analysis and Kano model. A sample 100 patient satisfaction survey results from a community hospital in Northeast Ohio was obtained and analyzed. Through the use of correlation analysis and Kano model, the main effect of the performance of each service aspect on the overall patient satisfaction was quantified. Furthermore, insightful information was discovered on which service aspects were basic service, which were performance service, and which were excitement service for patient’s experience. These findings can help healthcare system administrators prioritize actions for service level improvements.
Shengyong Wang (Advisor)
Chen Ling (Advisor)
Sergio Felicelli (Committee Member)
58 p.

Recommended Citations

Citations

  • Lotfizadehdehkordi, M. (2017). Assessment of Patient Satisfaction and Experience Through Correlation Analysis and KANO Model [Master's thesis, University of Akron]. OhioLINK Electronic Theses and Dissertations Center. http://rave.ohiolink.edu/etdc/view?acc_num=akron1491601729357633

    APA Style (7th edition)

  • Lotfizadehdehkordi, Maziar. Assessment of Patient Satisfaction and Experience Through Correlation Analysis and KANO Model. 2017. University of Akron, Master's thesis. OhioLINK Electronic Theses and Dissertations Center, http://rave.ohiolink.edu/etdc/view?acc_num=akron1491601729357633.

    MLA Style (8th edition)

  • Lotfizadehdehkordi, Maziar. "Assessment of Patient Satisfaction and Experience Through Correlation Analysis and KANO Model." Master's thesis, University of Akron, 2017. http://rave.ohiolink.edu/etdc/view?acc_num=akron1491601729357633

    Chicago Manual of Style (17th edition)