The Kano analysis of patients’ satisfaction at community pharmacy

  • In: 8F2 - Forum for practitioners - oral communications: 100 community pharmacists talk: my daily activities on Sunday, 7 October 2012, 09:00-17:00
  • At: 2012 FIP Congress in Amsterdam (the Netherlands)
  • Type: Presentations + Posters
  • By: YAMAGUCHI, Haruo (Yamaguchi Pharmacy, Suita-city, Osaka, Japan)
  • Co-author(s): OKADA, H. (National Hospital Organization Kyoto Medical Center, Kyoto, Japan)
    NAKAGAWA, Y. (Plon Company, Kobe, Japan)
    SAKANE, N. (National Hospital Organization Kyoto Medical Center, Kyoto, Japan)
  • Abstract:

    [Background] Customer satisfaction is an important parameter for assessing the quality of pharmacy. The Kano analysis is a customer-oriented quality measurement and quality improvement technique. Using this analysis, the aim of the study is to assess the patients’ satisfaction regarding the services provided in our pharmacy based on basic ..

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