Doctoral Dissertations

Keywords and Phrases

Customer Satisfaction; Healthcare; Kano Model; Patient Satisfaction; Service Quality


"Customer needs associated with the healthcare sector are constantly evolving with the technological advancements, rising costs, and shifts in patient demographics. Challenges associated with understanding patient needs impact the quality of care and life, safety, and satisfaction. The objective of this research was to develop a methodology to collect and analyze the needs associated with healthcare units that differ based on the type of care and services and patient perceptions over time. The proposed methodology provides insights into the voice of the customer through visualization of the relationship between the performance of quality attributes and customer satisfaction. Cronbach's alpha is employed in the proposed methodology to ensure internal consistency of the instrument used to gather the voice of the customer. In addition, the chi-square test for goodness of fit is included in the proposed methodology to test the distribution. The Fisher's exact test value (p) from the Chi-square test of independence is used to evaluate patients' responses and effect sizes were analyzed using Cramer's V to determine the magnitude of effect between the variables. These steps enabled patient responses to be compared by demographics. The proposed methodology was validated through a study of the factors affecting patient satisfaction related to health services. The analysis suggests that the patient responses can be evaluated using the demographic factors. The study suggests that the proposed methodology is beneficial in understanding the growing patient complexity, and maintaining ongoing efforts into understanding patient needs by tracking them over time and with shifts in the demographic environments"--Abstract, page iv.


Cudney, Elizabeth A.

Committee Member(s)

Murray, Susan L.
Samaranayake, V. A.
Raper, Stephen A.
Qin, Ruwen


Engineering Management and Systems Engineering

Degree Name

Ph. D. in Engineering Management


Missouri University of Science and Technology

Publication Date

Spring 2018

Journal article titles appearing in thesis/dissertation

  • The application of Kano model in the healthcare industry: A systematic literature review
  • An integrated methodology for evaluating patient service quality
  • Analyzing factors affecting patient satisfaction with health services


xi, 114 pages

Note about bibliography

Includes bibliographic references.


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Document Type

Dissertation - Open Access

File Type




Thesis Number

T 11297

Electronic OCLC #