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Asian Journal of Research in Business Economics and Management
Year : 2015, Volume : 5, Issue : 7
First page : ( 140) Last page : ( 153)
Online ISSN : 2249-7307.
Article DOI : 10.5958/2249-7307.2015.00151.6

Identification and Prioritization of Customers Needs and Assess the Level of their Satisfaction Using Kano's Model (Case Study: Pars Hospital in Shiraz)

Mooghali Alirezaa, Tajeddini Rameshb, Tajeddini Fatemehc,*

aProfessor in Public management, Department of Public management, Payame Noor University

bMA in Public management, Department of public management, Payame Noor university

cMA in Industrial management, Department of management, Shiraz university

*Corresponding author

Online published on 6 July, 2015.


No organization would not survive without customers and survival key organizational success is rate of their success in the satisfaction of own customers. Many organizations to orientation strengthen of customers their manufactured goods and provided services use of customer satisfaction strategies. In this context, the aim of this paper is to identify and prioritize of effective factors on patient satisfaction using the Kano's model. In this research the data collection tool is questionnaire. The population included all patients who referred to the Pars Hospital from May to June 2014. Sampling method is possible type and simple random sampling. Results from a sample 159 ones of patients showed in the basic requirements, the hospital personnel respectfully treatment, in the performance requirements group, hospital relaxed atmosphere and in the excitement requirement group, the criticism spirit of the doctors are important in terms of affecting rates of patient satisfaction.



Customer Satisfaction, Kano Model, Basic Requirements, Performance Requirements, Excitement Requirements.


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