Identifying the Key Factors of Service Quality in a Traditional Chinese Medicine Clinic-based Kano-IPA Model and Case Study

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.