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The Kano analysis of patients’ satisfaction at community pharmacy

  • At: Amsterdam (the Netherlands) (2012)
  • 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 needs,


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Last update 4 October 2019

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