Christoglou Konstantinos, Vassiliadis Chris, Sigalas Ioakim
Katerini General Hospital.
World Hosp Health Serv. 2006;42(2):21-6.
This article presents the results of a service quality study. After an introduction to the SERVQUAL and the Kano research techniques, a Kano analysis of 75 patients from the General Hospital of Katerini in Greece is presented. The service quality criterion used satisfaction and dissatisfaction indices. The Kano statistical analysis process results strengthened the hypothesis of previous research regarding the importance of personal knowledge, the courtesy of the hospital employees and their ability to convey trust and confidence (assurance dimension). Managerial suggestions are made regarding the best way of acting and approaching hospital patients based on the basic SERVQUAL model.
本文介绍了一项服务质量研究的结果。在介绍了SERVQUAL和卡诺研究技术之后，展示了对希腊卡特里尼综合医院75名患者的卡诺分析。服务质量标准使用了满意度和不满意度指标。卡诺统计分析过程的结果强化了先前研究中关于个人知识、医院员工礼貌及其传递信任和信心能力（保证维度）重要性的假设。基于基本的SERVQUAL模型，针对对待医院患者的最佳行为方式和方法提出了管理建议。
