The Kano analysis of patients’ satisfaction at community pharmacy
- 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)
[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,.. The access to the whole abstract and the presentation file is available to FIP members and to congress participants of that specific congress.