• Qual Manag Health Care · Jan 2003

    Citizens' role in health services: satisfaction behavior: Kano's model, Part 2.

    • Antoni Corbella Jané and Salvador Maturana Domínguez.
    • Institut d'Estudis de la Salut (Institute for Health Studies), Health and Social Security Department, Barcelona, Spain.
    • Qual Manag Health Care. 2003 Jan 1; 12 (1): 72-80.

    AbstractKano's approach, besides providing a theoretical model for the behavior of consumer satisfaction, makes it possible to convert theory into practice by creating instruments (questionnaires) designed to study consumer preferences and to find out how a given service feature or attribute will behave in terms of consumer satisfaction. In the second part of this article (part 1 is also in this issue), we describe the technical aspects of developing and using this type of questionnaire and the implications of applying Kano's model.

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