Applying Two-Dimensional Quality Model for Identifying Critical Factors of Service Quality: A Case Study on Traditional Chinese Medicine Clinic in Taiwan
Journal Title: Asian Journal of Medicine and Health - Year 2017, Vol 8, Issue 1
Abstract
Objective: Traditional Chinese Medicine clinics (TCM) are small, National Health Insurance and private clinics in Taiwan. Measuring patient satisfaction is very difficult due to limited resources. Therefore, helping these clinics to improve service quality and satisfaction of provided treatment is an important issue for improving performance in TCM. Methods: This study involved administering a questionnaire to investigate the quality attributes of the TCM clinic and medical service quality to increase patient satisfaction. The Kano two-dimensional quality model questionnaire design for the TCM clinic included pre-treatment (structure), treatment period (process), and post-treatment (outcome). Subjects seeking treatment at a TCM in New Taipei City were sampled. Data was collected and analyzed. Results: Patients pay attention to service quality. In this study, service quality was classified using attraction quality, one-dimensional quality, must-be quality, or indifferent quality. The 25 TCM clinic medical service quality factors have 2 medical service quality factors that the subjects classified as attractive. Conclusion: Two attractive qualities were identified as care support issues that involved convenient transportation and waiting room amenities. If TCM clinics wish to attract more patients, these two factors of attractive quality require to be addressed by providing similar services and incorporating future improvement goals to address service quality.
Authors and Affiliations
Chien-Chih Wang, Hsin-Hao Chen
Keywords
Related Articles
- EP ID EP336844
- DOI 10.9734/AJMAH/2017/37403
- Views 77
- Downloads 0
Seroprevalence and Risk of Primary Maternal HCMV Infection among Pregnant Women in Taiz City, Yemen
Aims: To determine the risk of primary and previous HCMV infection among antenatal women in Taiz city. Study Design: A descriptive cross sectional study. Place and Duration of Study: This study was carried out on 100 pre...
Assessment Patients’ Satisfaction Related on Quality of Care: A Cross-sectional Descriptive Study
Patient satisfaction has become increasingly popular and assessment of patient satisfaction is an important tool for monitoring the quality of care in hospitals. The aim of this study was to assess patients satisfaction...
Lymphatic Filariasis in Muri Emirate: Clinical and Parasitological Studies in Jalingo LGA, Taraba State, Nigeria
Survey of prevalence of clinical manifestation of lymphatic filariasis was carried out in Jalingo LGA. Informed oral consent of individuals were sought and obtained before they were examined in secrecy for clinical signs...
Knowledge, Perception and Practice of Birth Preparedness and Complication Readiness among Pregnant Women Attending a Tertiary Healthcare Facility in Sokoto, Nigeria
Introduction: Maternal mortality is a global public health challenge; developing regions account for approximately 99% (302,000) of the global maternal deaths in 2015, and sub-Saharan Africa alone accounts for roughly 66...
Elucidation of Phytochemical and Pharmacological Nature of Methanolic Extract of Ixora cuneifolia
This study describes the preliminary phytochemical and pharmacological investigations on Ixora cuneifolia, which is an unexplored medicinal plant belonging to the family of Rubiaceae, widely distributed in hilly forests...