1.
Japanese Journal of Social Pharmacy
;
: 126-129, 2017.
Article
in Japanese
| WPRIM
| ID: wpr-689454
ABSTRACT
Consumer satisfaction is an important parameter for assessing the quality of pharmacy. Whereas expectation for pharmacists has been increasing recently, misconception still exists. 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 by pharmacists based on basic needs, performance needs, and excitement needs. Community pharmacists will need to distinguish them to enhance patients’ satisfaction.