Norshahrizan  Nordin, Razli Che  Razak, 
    Service Satisfaction and Dissatisfaction Model for Discharge
Service Delivery at Public Local Hospitals,
    The Social Sciences,
    Volume 12,Issue 4,
    2017,
    Pages 617-624,
    ISSN 1818-5800,
    sscience.2017.617.624,
    (https://makhillpublications.co/view-article.php?doi=sscience.2017.617.624)
    Abstract: Complaints are indicator to service satisfaction performance in local healthcare service provider. By
fact, the complaint frequencies on local public hospital services are keep incre asing. Thus, the identification
of service gap between delivered service and expectation of service by Inpatients and Outpatients (IOP) is
important to reduce the complaint frequency. The purpose of this study is to determine the service gap between
service delivery and service recipient in local healthcare service. This study presents the service gap analysis
based on service satisfaction model that h as been developed using modified Kano-QFD model. Admission and
discharge service are considered as two healthcare service variables to represent the inpatients and
outpatients, respectively. Berger’s coefficients analysis is used to determine the Kano Quality Attribute (KQA)
and service gap based on complaints and compliment in pertinent to dissatisfaction index and satisfaction
index. Service satisfaction model is validated with original Kano grid mapping and service gap. The results have
shown the incre ased of dissatisfaction level towards public healthcare delivery and varies according to the
service elements for admission and discharge. As a conclusion, the developed Kano-QFD satisfaction model
is found to have well agreement with original Kano’s model and possess ability to evaluate service gap
efficiently.
    Keywords: Kano-QFD;satisfaction and dissatisfaction model;complaint;compliment;service gap