Authors : Norshahrizan Nordin and Razli Che Razak
Abstract: Complaints are indicator to service satisfaction performance in local healthcare service provider. By fact, the complaint frequencies on local public hospital services are keep incre asing. Thus, the identification of service gap between delivered service and expectation of service by Inpatients and Outpatients (IOP) is important to reduce the complaint frequency. The purpose of this study is to determine the service gap between service delivery and service recipient in local healthcare service. This study presents the service gap analysis based on service satisfaction model that h as been developed using modified Kano-QFD model. Admission and discharge service are considered as two healthcare service variables to represent the inpatients and outpatients, respectively. Berger’s coefficients analysis is used to determine the Kano Quality Attribute (KQA) and service gap based on complaints and compliment in pertinent to dissatisfaction index and satisfaction index. Service satisfaction model is validated with original Kano grid mapping and service gap. The results have shown the incre ased of dissatisfaction level towards public healthcare delivery and varies according to the service elements for admission and discharge. As a conclusion, the developed Kano-QFD satisfaction model is found to have well agreement with original Kano’s model and possess ability to evaluate service gap efficiently.
Norshahrizan Nordin and Razli Che Razak, 2017. Service Satisfaction and Dissatisfaction Model for Discharge Service Delivery at Public Local Hospitals. The Social Sciences, 12: 617-624.