Improving service quality by prioritizing service attributes using SERVQUAL and Kano model: A case study of nursing home in Taiwan

Abstract

The purpose of this study is to improve the healthcare service in nursing home base on customer desire. Previous studies found that Taiwan nowadays is facing the rapid growth of the ageing population and lack of resources for taking care of elderly. Nursing home has become one of solutions to overcome these issues. However the current condition indicates that some nursing homes can not satisfy the customer desires, especially for elderly who are more sensitive. SERVQUAL model is used to measure the service quality base on the gap score between customer expectation and perception. Kano model is used to categorized and prioritize each service attributes according the degree of influence toward customer satisfaction. The findings of a case study are presented.