基于Kano-IPA模型的军队疗养员体验要素分析及优化  

Analysis and optimization of army rehabilitation and recuperation experience elements based on the Kano-IPA model

作　　者：赖晓荣 程晶晶 徐前梅 文彩虹 王霞 陈娟 LAI Xiao-rong;CHENG Jing-jing;XU Qian-mei;WEN Cai-hong;WANG Xia;CHEN Juan

机构地区：[1]庐山康复疗养中心,江西九江332000

出　　处：《中国疗养医学》2024年第2期8-13,共6页Chinese Journal of Convalescent Medicine

基　　金：江西省卫生健康委科技计划(SKJP220227346)。

摘　　要：目的调查分析军队疗养员康复疗养体验要素属性,以期为制定针对性优化策略提供依据。方法采用便利抽样法抽取252名疗养员,基于Kano模型设计问卷并对疗养员进行调查,确定疗养员康复疗养体验要素的Kano属性分类,同时调查体验要素的重要度和满意度,并进行重要性-绩效性分析(IPA),确定疗养员体验改进要素的优先序。结果根据Kano模型属性分类,康复疗养体验19个要素均属于期望型属性。通过IPA方法将体验要素分为4个象限,并区分哪些是需要优先改进的要素。分析显示修补区2条(10.52%),优势区7条(36.85%),保持区3条(15.78%),机会区7条(36.85%)。饮食保障和住宿保障被确定为重点改进目标。结论Kano模型能够有效分析康复疗养体验要素属性,通过IPA方法进而对体验要素的优先改进顺序和资源投入方向进行有效引导,精准提升康复疗养保障质量,提高疗养员的满意度。Objective To investigate and analyze the attributes of the elements of the rehabilitation and recuperation experience to military convalescents,thus providing a basis for the development of targeted optimization strategies.Methods A total of 252 convalescents were selected using the convenience sampling method.They were surveyed by the questionnaire designed based on the Kano model to determine the Kano attribute categorization of the elements for the rehabilitation and recuperation experience of convalescents.The importance and satisfaction of the elements of the experience were investigated.An importance performance analysis(IPA)was performed to prioritize the elements of the experience improvement of convalescents.Results According to the Kano model attribute categorization,all 19 elements were categorized as the expected attribute.Then,the experience elements were categorized into four quadrants by the IPA method and differentiated for those that needed a prior improvement.The analysis showed that 2 items(10.52%)were located in the Repair Zone,7 items(36.85%)in the Advantage Zone,3 items(15.78%)in the Maintenance Zone,and 7 items(36.85%)in the Opportunities Zone.Catering and accommodation services were identified as key targets for improvement.Conclusion Kano model can effectively analyze the attributes of the experience elements of rehabilitation and recuperation.Through the IPA method,it can effectively guide the priority order of improvement of the experience elements and the direction of resource investment,thus accurately improving the quality of rehabilitation and recuperation,as well as the satisfaction of the convalescents.

关 键 词：军队疗养员 康复疗养 KANO模型 IPA分析 体验 

分 类 号：R47[医药卫生—护理学]