The Analysis of the Quality Attributes of the Services at the Anti-Aging Center by Applying the 5Q Model and Kano Model
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Abstract
This research aims to analyze the service quality attributes of an anti-aging center from the perspective of service recipients. The research adopts the 5Q Model to identify key attributes that contribute to high-quality services in anti-aging centers and applies the Kano Model to explore and develop service quality attributes. In addition, the concept of service logistics is incorporated to explain healthcare service processes, focusing on the management of the flow of customers, information, and medical supplies within healthcare service systems to enhance service efficiency and reduce waiting time for customers. Data were collected through questionnaires from 316 customers who had experience using services at an anti-aging center using a non-probability sampling method. The collected data were analyzed using Kano Model analysis together with descriptive statistics, including frequency, percentage, satisfaction coefficient, and dissatisfaction coefficient, to classify the roles of service attributes influencing customer satisfaction. The results indicate that service quality attributes can be categorized into two main groups: five attributes that enhance customer satisfaction and create positive service experiences, and fifteen attributes perceived by customers as basic service components that do not significantly influence satisfaction levels. The findings suggest that integrating the 5Q Model, Kano Model, and service logistics concepts provides a comprehensive explanation of service quality in anti-aging centers in terms of service structure, service processes, and customer perceptions. The results of this study can serve as guidelines for improving service quality management in anti-aging centers as well as other healthcare service providers with similar characteristics.
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