The Quality Survey on Dental Service by Using KANO Two-Dimensional Model--- A Case Study of Chang Gung Memorial Hospital

In this research, we will examine the dental service quality in Chang Gung Memorial Hospital. Kano two-dimensional model and fuzzy AHP methods will be used to develop a questionnaire. In order to realize the difference of perceptions on dental service quality between patients, the questionnaire will be given to patients of the dental department of Chang Gung Memorial Hospital. Furthermore, we hope to propose a suggestion to improve the dental service quality based on the finding of the weakness attributes in patients’ opinion from the questionnaire. This research is divided into four stages. First, we will like to identify the factors of dental service quality according to the literature. Second, Kano two-dimensional model will be applied to design a questionnaire; and the difference of perceptions on dental service quality between patients and doctors will be found. Third, we will utilize fuzzy analytic hierarchy process method to analyze the importance degrees of dental service quality. Finally, we hope to combine the experts’ opinion to integrate the need of patients and propose a suggestion to improve the quality of dental service, so that the suggestion may be standardized measure to provide for proceeding dental service quality planning and its competence.

Project ID:PF9907-7034
External Project ID:NSC99-2410-H182-033