The effect of creating new secondary health services on patients’ perceptions: a Kano service quality analysis approach

Abstract

The emphasis of this study is on exploring the effects of new facilities on patients' perceptions regarding the quality of services. It investigates patients' perceptions of public secondary hospitals in Greece using the Kano model approach. A 22-item ServQual scale was used as the input of a Kano-type quantitative research questionnaire model. Face validity analysis based on the literature review and a panel of experts was established for the research questionnaire. Furthermore, an analysis of the basic satisfaction dimensions of the Kano model was established based on the specific service attributes that most affect the total satisfaction of the hospital patients. Kano model shows that ‘health care facility employees give patients personal attention’ and ‘health care facility employees tell patients exactly when services will be performed’ are two important areas where secondary hospitals in Greece can make improvements. These two attributes tend to affect, in a higher positive or negative manner, the patient's satisfaction level. This study indicates that several factors are pivotal attributes to create satisfied patients and positive revisiting behavioural intentions. Secondary hospital managers should reasonably allocate their limited resources to these attributes based on their contributions to patients’ satisfaction and behavioural intentions.

Keywords:

• service quality
• Kano model
• ServQual
• secondary hospitals
• Greece