Vol.7, No.2, May 2018.                                                                                                                                                                             ISSN: 2217-8309

                                                                                                                                                                                                                eISSN: 2217-8333


TEM Journal



Association for Information Communication Technology Education and Science

Identifying the Key Factors of Service Quality in a Traditional Chinese Medicine Clinic-based

Kano-IPA Model and Case Study


Chien-Chih Wang, Hsin-Hao Chen


© 2018 Chien-Chih Wang, published by UIKTEN. This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 License. (CC BY-NC-ND 4.0)


Citation Information: TEM Journal. Volume 7, Issue 2, Pages 301-307, ISSN 2217-8309, DOI: 10.18421/TEM72-09, May 2018.


Received: 10 February 2018
Accepted: 02 April 2018
Published: 25 May 2018




Traditional Chinese medicine (TCM) hospitals include small National Health Insurance clinics and private clinics. However, the medical service quality that patients receive here is unknown. This study evaluated the relevant literature and doctors’ and physicians’ experiences to design a questionnaire using a two-dimensional quality model. The importance-performance analysis was applied to evaluate medical service quality and satisfaction after patients received the treatment. The data from the patients in New Taipei City were collected and statistically analyzed. The results show that six factors of the TCM clinical medical service quality fall within the fourth quadrant of high importance and low performance. This information can be provided to the TCM industry to improve medical service quality in the future.


Keywords –Attractive Quality, Questionnaires, Statistical Analysis, New Taipei City.



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