FRINK Linked Data Fragments server

Matches in SemOpenAlex for { <https://semopenalex.org/work/W2293141023> ?p ?o ?g. }

• W2293141023 abstract "The intensifying patient complaints on service delivery performance of local public healthcare institution are critical and incrementally raised. New methodologies are needed to address the complexity of patient expectation before the quality of service delivery can be improved. This issue needs to be solved instantly by establishing the service satisfaction model to understand the nature of patient’s expectation towards service delivery. As a result, the developed service satisfaction model has contributed to be inaccurate to understanding of patient’s behavior towards healthcare service. The non-linear assumption should be considered for better accuracy since the non-linear patient’s expectation remains undefined. This thesis aims to develop the non-linear service satisfaction model that assumes patients are not necessarily satisfied or dissatisfied with good or poor service delivery. With that, compliment and compliant assessment is considered, simultaneously. Non-linear service satisfaction instrument called Kano-Q and Kano-SS is developed based on Kano model and Theory of Quality Attributes to define the unexpected, hidden and unspoken patient satisfaction and dissatisfaction into service quality attribute. A new Kano-Q and Kano-SS algorithm for quality attribute assessment is developed based satisfaction impact theories and found instrumentally fit the reliability and validity test. The results were also validated based on standard Kano model procedure before Kano model and Quality Function Deployment (QFD) is integrated for patient attribute and service attribute prioritization. An algorithm of Kano-QFD matrix operation is developed to compose the prioritized complaint and compliment indexes. Finally, the results of prioritized service attributes are mapped to service delivery category to determine the most prioritized service delivery that need to be improved at the first place by healthcare service provider. The results of this study indicate that the new satisfaction model is significantly effective in differentiating Kano dimensions and provides more accurate prioritization of the dimension and attribute compared to the traditional Kano approach. Although the new methodology evaluates the Kano methodology with QFD integration, the methodology is limited to a particular service industry that always encountered high dissatisfaction which expected to compose the Must-be, Attractive and One-dimensional quality attribute by ranking. As a conclusion, the new non-linear Kano-QFD service satisfaction model has been developed, tested and validated with Kano model to facilitate the analysis and decision making for better service delivery improvement. Comparison with other models has shown well agreement in terms of Kano quality attributes satisfaction impact and service gaps in healthcare service. As for future work, the comparison study on linear and non-linear patient expectation based on Kano-QFD integration is essentially recommended." @default.
• W2293141023 created "2016-06-24" @default.
• W2293141023 creator A5091112525 @default.
• W2293141023 date "2015-01-01" @default.
• W2293141023 modified "2023-10-08" @default.
• W2293141023 title "Development of kano model and quality function development integration to assess customer satisfaction and dissatisfaction of service at local public hospital." @default.
• W2293141023 hasPublicationYear "2015" @default.
• W2293141023 type Work @default.
• W2293141023 sameAs 2293141023 @default.
• W2293141023 citedByCount "0" @default.
• W2293141023 crossrefType "dissertation" @default.
• W2293141023 hasAuthorship W2293141023A5091112525 @default.
• W2293141023 hasConcept C111472728 @default.
• W2293141023 hasConcept C121332964 @default.
• W2293141023 hasConcept C127413603 @default.
• W2293141023 hasConcept C138885662 @default.
• W2293141023 hasConcept C140781008 @default.
• W2293141023 hasConcept C144133560 @default.
• W2293141023 hasConcept C16151460 @default.
• W2293141023 hasConcept C162853370 @default.
• W2293141023 hasConcept C163258240 @default.
• W2293141023 hasConcept C191511416 @default.
• W2293141023 hasConcept C19351080 @default.
• W2293141023 hasConcept C195094911 @default.
• W2293141023 hasConcept C21547014 @default.
• W2293141023 hasConcept C2775944032 @default.
• W2293141023 hasConcept C2779530757 @default.
• W2293141023 hasConcept C2780378061 @default.
• W2293141023 hasConcept C33516993 @default.
• W2293141023 hasConcept C41008148 @default.
• W2293141023 hasConcept C43214815 @default.
• W2293141023 hasConcept C56739046 @default.
• W2293141023 hasConcept C61063171 @default.
• W2293141023 hasConcept C62520636 @default.
• W2293141023 hasConcept C68595000 @default.
• W2293141023 hasConcept C86992474 @default.
• W2293141023 hasConceptScore W2293141023C111472728 @default.
• W2293141023 hasConceptScore W2293141023C121332964 @default.
• W2293141023 hasConceptScore W2293141023C127413603 @default.
• W2293141023 hasConceptScore W2293141023C138885662 @default.
• W2293141023 hasConceptScore W2293141023C140781008 @default.
• W2293141023 hasConceptScore W2293141023C144133560 @default.
• W2293141023 hasConceptScore W2293141023C16151460 @default.
• W2293141023 hasConceptScore W2293141023C162853370 @default.
• W2293141023 hasConceptScore W2293141023C163258240 @default.
• W2293141023 hasConceptScore W2293141023C191511416 @default.
• W2293141023 hasConceptScore W2293141023C19351080 @default.
• W2293141023 hasConceptScore W2293141023C195094911 @default.
• W2293141023 hasConceptScore W2293141023C21547014 @default.
• W2293141023 hasConceptScore W2293141023C2775944032 @default.
• W2293141023 hasConceptScore W2293141023C2779530757 @default.
• W2293141023 hasConceptScore W2293141023C2780378061 @default.
• W2293141023 hasConceptScore W2293141023C33516993 @default.
• W2293141023 hasConceptScore W2293141023C41008148 @default.
• W2293141023 hasConceptScore W2293141023C43214815 @default.
• W2293141023 hasConceptScore W2293141023C56739046 @default.
• W2293141023 hasConceptScore W2293141023C61063171 @default.
• W2293141023 hasConceptScore W2293141023C62520636 @default.
• W2293141023 hasConceptScore W2293141023C68595000 @default.
• W2293141023 hasConceptScore W2293141023C86992474 @default.
• W2293141023 hasLocation W22931410231 @default.
• W2293141023 hasOpenAccess W2293141023 @default.
• W2293141023 hasPrimaryLocation W22931410231 @default.
• W2293141023 hasRelatedWork W1484300131 @default.
• W2293141023 hasRelatedWork W1490562935 @default.
• W2293141023 hasRelatedWork W1983212933 @default.
• W2293141023 hasRelatedWork W1999152178 @default.
• W2293141023 hasRelatedWork W2077565335 @default.
• W2293141023 hasRelatedWork W2098561480 @default.
• W2293141023 hasRelatedWork W2103630972 @default.
• W2293141023 hasRelatedWork W2108023163 @default.
• W2293141023 hasRelatedWork W2138506211 @default.
• W2293141023 hasRelatedWork W2155066197 @default.
• W2293141023 hasRelatedWork W2293938190 @default.
• W2293141023 hasRelatedWork W2465753102 @default.
• W2293141023 hasRelatedWork W2554096984 @default.
• W2293141023 hasRelatedWork W2755136311 @default.
• W2293141023 hasRelatedWork W2759968275 @default.
• W2293141023 hasRelatedWork W2768878075 @default.
• W2293141023 hasRelatedWork W2769531302 @default.
• W2293141023 hasRelatedWork W2784206663 @default.
• W2293141023 hasRelatedWork W2893386074 @default.
• W2293141023 hasRelatedWork W3213268600 @default.
• W2293141023 isParatext "false" @default.
• W2293141023 isRetracted "false" @default.
• W2293141023 magId "2293141023" @default.
• W2293141023 workType "dissertation" @default.