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Quality Evaluation of Health Services Using the Kano Model in Two Hospitals in Peru

Author

Listed:
  • Fernando Barrios-Ipenza

    (Escuela de Posgrado, Universidad Continental, Lima 15046, Peru)

  • Arturo Calvo-Mora

    (Departamento de Administración de Empresas y Marketing, Universidad de Sevilla, 41018 Seville, Spain)

  • Fernando Criado-García

    (Departamento de Administración de Empresas y Marketing, Universidad de Sevilla, 41018 Seville, Spain)

  • Walter H. Curioso

    (Escuela de Posgrado, Universidad Continental, Lima 15046, Peru
    Facultad de Ciencias de la Salud, Universidad Continental, Lima 15046, Peru)

Abstract

Public–private partnerships (PPP) represent an alternative model of health management focused on improving the quality of health services, particularly in emerging countries. To date, a systematic method to improve the perceived quality of health services by healthcare users in Peru has not been established. The purpose of this study was to evaluate the quality of health services in two PPP hospitals in Peru using the Kano model. A prospective cross-sectional descriptive observational study was carried out through a health service satisfaction survey using the Kano model methodology, measuring six categories of attributes. A total of 250 users of the health services were surveyed in the two PPP hospitals, located in Lima and Callao, using non-probability convenience sampling. Of the 31 attributes evaluated by the patients, 27 (81%) were classified as having a one-dimensional-type attribute, 3 (10%) were reported as mandatory, and 1 (3%) was considered as inverse. These results suggest that the presence of most of the attributes evaluated was relevant to maintaining the level of user satisfaction and that the absence of these attributes generated dissatisfaction in the users. The results showed that the users’ evaluation of health services was multidimensional—namely, their evaluation was focused not only on the interaction space between the patient and medical personnel but also addressed other interaction services.

Suggested Citation

  • Fernando Barrios-Ipenza & Arturo Calvo-Mora & Fernando Criado-García & Walter H. Curioso, 2021. "Quality Evaluation of Health Services Using the Kano Model in Two Hospitals in Peru," IJERPH, MDPI, vol. 18(11), pages 1-19, June.
    • Handle: RePEc:gam:jijerp:v:18:y:2021:i:11:p:6159-:d:570321
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    References listed on IDEAS

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    4. Saad Ahmed Javed & Sifeng Liu & Amin Mahmoudi & Muhammad Nawaz, 2019. "Patients' satisfaction and public and private sectors' health care service quality in Pakistan: Application of grey decision analysis approaches," International Journal of Health Planning and Management, Wiley Blackwell, vol. 34(1), pages 168-182, January.
    5. Arash Shahin & Sajad Akasheh, 2017. "Classifying customer requirements using Kano model and Kano map: the case of hospital services," International Journal of Productivity and Quality Management, Inderscience Enterprises Ltd, vol. 21(4), pages 500-515.
    6. Fernando Barrios-Ipenza & Arturo Calvo-Mora & Félix Velicia-Martín & Fernando Criado-García & Antonio Leal-Millán, 2020. "Patient Satisfaction in the Peruvian Health Services: Validation and Application of the HEALTHQUAL Scale," IJERPH, MDPI, vol. 17(14), pages 1-15, July.
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    Cited by:

    1. Chin-Feng Lin & Yin-Chih Fu & Liang-Shiun Lin & Chen-Su Fu, 2022. "Minimal Human Interaction in Hospitals: Effective Online Registration System Design," SAGE Open, , vol. 12(3), pages 21582440221, September.
    2. Lujie Deng & Nurul Hanim Romainoor & Bolun Zhang, 2023. "Evaluation of the Usage Requirements of Hospital Signage Systems Based on the Kano Model," Sustainability, MDPI, vol. 15(6), pages 1-18, March.
    3. Zuo, Wenming & Bai, Weijing & Zhu, Wenfeng & He, Xinming & Qiu, Xinxin, 2022. "Changes in service quality of sharing accommodation: Evidence from airbnb," Technology in Society, Elsevier, vol. 71(C).
    4. Zehang Xie & Wu Li & Yunxiang Xie & Lingbo Wang, 2024. "Demand and satisfaction analysis of short health videos among Chinese urban youth: A mixed-methods study based on the KANO model," Palgrave Communications, Palgrave Macmillan, vol. 11(1), pages 1-13, December.
    5. Amir Hossein Sheikh Azadi & Vahid Shamsi Nesary & Omid Kebriyaii & Mohammad Khalilzadeh & Jurgita Antucheviciene, 2023. "Design of a Green Supply Chain Based on the Kano Model Considering Pricing," Sustainability, MDPI, vol. 15(17), pages 1-20, August.

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