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You searched for id:"oai:etd.ohiolink.edu:akron1491601729357633". One record found.

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University of Akron

1. Lotfizadehdehkordi, Maziar, Mr. Assessment of Patient Satisfaction and Experience Through Correlation Analysis and KANO Model.

Degree: MSin Engineering, Mechanical Engineering, 2018, University of Akron

In pursuit of service excellence, patient satisfaction survey is widely used by hospitals and healthcare centers to measure their service levels during the course of healthcare delivery. While the traditional approach of interpreting the survey results through summary statistics and trend analysis may help identify the performance of service aspects related to patient’s experience, a better understanding of the cause-effect relationships between patients’ ratings of these service aspects and of the overall service is needed for the strategic allocation of resources for continuous process improvements. This research proposes a novel approach for patient satisfaction assessment by combining correlation analysis and Kano model. A sample 100 patient satisfaction survey results from a community hospital in Northeast Ohio was obtained and analyzed. Through the use of correlation analysis and Kano model, the main effect of the performance of each service aspect on the overall patient satisfaction was quantified. Furthermore, insightful information was discovered on which service aspects were basic service, which were performance service, and which were excitement service for patient’s experience. These findings can help healthcare system administrators prioritize actions for service level improvements. Advisors/Committee Members: Wang, Shengyong (Advisor), Ling, Chen (Advisor).

Subjects/Keywords: Mechanical Engineering

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APA (6th Edition):

Lotfizadehdehkordi, Maziar, M. (2018). Assessment of Patient Satisfaction and Experience Through Correlation Analysis and KANO Model. (Masters Thesis). University of Akron. Retrieved from http://rave.ohiolink.edu/etdc/view?acc_num=akron1491601729357633

Chicago Manual of Style (16th Edition):

Lotfizadehdehkordi, Maziar, Mr. “Assessment of Patient Satisfaction and Experience Through Correlation Analysis and KANO Model.” 2018. Masters Thesis, University of Akron. Accessed September 24, 2018. http://rave.ohiolink.edu/etdc/view?acc_num=akron1491601729357633.

MLA Handbook (7th Edition):

Lotfizadehdehkordi, Maziar, Mr. “Assessment of Patient Satisfaction and Experience Through Correlation Analysis and KANO Model.” 2018. Web. 24 Sep 2018.

Vancouver:

Lotfizadehdehkordi, Maziar M. Assessment of Patient Satisfaction and Experience Through Correlation Analysis and KANO Model. [Internet] [Masters thesis]. University of Akron; 2018. [cited 2018 Sep 24]. Available from: http://rave.ohiolink.edu/etdc/view?acc_num=akron1491601729357633.

Council of Science Editors:

Lotfizadehdehkordi, Maziar M. Assessment of Patient Satisfaction and Experience Through Correlation Analysis and KANO Model. [Masters Thesis]. University of Akron; 2018. Available from: http://rave.ohiolink.edu/etdc/view?acc_num=akron1491601729357633

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