Sağlık Hizmetlerinde Kano Modelinin Kullanımı: Son Yirmi Yıldaki Yayınların Tematik Açıdan Bibliyometrik Analizi

Öz

Son yıllarda sağlık sektöründe hizmet kalitesi ile hasta memnuniyeti arasındaki karmaşık ilişkileri daha iyi anlamak için Kano Modeli’nin kullanımında artış gözlenmiştir.Bu çalışmanın amacı, 2000-2024 yılları arasında sağlık alanında Kano modeli ile ilgili yapılan yayınları bütüncül bir bakış açısıyla değerlendirerek tematik açıdan bibliyometrik analizini yapmaktır. Çalışmada kullanılan veriler Web of Science veri tabanından alınmıştır. Verilerin analizinde Bibliometrix ve Vosviewer programları kullanılmıştır. Analize dâhil edilen 112 yayının bibliyometrik analizi sonucunda, sağlık hizmetlerinde Kano modeli ile ilgili yayınların özellikle 2018 yılı sonrasında artış gösterdiği belirlenmiştir. Yazar anahtar kelimelerinin frekans analizinde, en sık kullanılan terimin 55 kez geçen “Kano Modeli” olduğu görülmüştür. Bunun yanında “müşteri memnuniyeti” 12 kez, “hasta memnuniyeti” 10 kez ve “hizmet kalitesi” 9 kez kullanılmıştır. Birlikte oluşum haritası yazar anahtar kelimelerini 11 kümeye ayırmıştır. Öne çıkan kümeler; sağlık hizmetlerinde kalite ve Kano modeli, tıbbi cihaz ve hizmet kalitesi yönetimi, hasta memnuniyeti ve kalite iyileştirme, Kano modeli ve mobil sağlık, COVID-19 ve DMAIC yaklaşımı, yaşlı sağlığıdır. Motor temalar; tıbbi hizmet kalitesi, yaşlılar ve mobil uygulamalardır. Son yıllarda ortaya çıkan güncel kümeler ise; COVID-19, mobil uygulamalar ve yaşlılardır. Gelecekteki araştırmaların, bu modeli kalite fonksiyon yayılımı ve DMAIC gibi yöntemlerle entegre ederek, özellikle tıbbi cihazlar gibi gelişmeye açık alanlarda ve rehabilitasyon gibi niş alanlarda kullanması önerilir.

Anahtar Kelimeler

• Kano modeli
• sağlık hizmetleri kalitesi
• hasta memnuniyeti
• bibliyometrik analiz

The Use of the Kano Model in Health Care: A Thematic Bibliometric Analysis of Publications in the Last Twenty Years

Öz

In recent years, the use of the Kano Model has increased in the healthcare sector to better understand the complex relationships between service quality and patient satisfaction. The aim of this study is to conduct a thematic bibliometric analysis of publications related to the Kano Model in the field of health between 2000 and 2024 from a holistic perspective. The data used in the study were obtained from the Web of Science database. Bibliometrix and VOSviewer software were used for data analysis. As a result of the bibliometric analysis of 112 publications included in the study, it was determined that publications on the Kano Model in healthcare services have increased, especially after 2018. The frequency analysis of author keywords revealed that the most frequently used term was “Kano Model,” which appeared 55 times. In addition, “customer satisfaction” was used 12 times, “patient satisfaction” 10 times, and “service quality” 9 times. The co-occurrence map classified the author keywords into 11 clusters. The prominent clusters were: quality in healthcare and the Kano Model, medical devices and service quality management, patient satisfaction and quality improvement, the Kano Model and mobile health, COVID-19 and the DMAIC approach, and elderly health. The motor themes were medical service quality, elderly people, and mobile applications. The emerging clusters in recent years were COVID-19, mobile applications, and elderly people. It is recommended that future research integrate this model with methods such as quality function deployment and DMAIC, particularly in areas open to development such as medical devices and in niche fields such as rehabilitation.

Anahtar Kelimeler

• Kano model
• health services quality
• patient satisfaction
• bibliometric analysis

Kaynakça

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