Classification of Companion Animal Clinic Medical Service Quality Factors Using a Multidimensional Evaluation Model
Keywords:
Animal hospital, Companion animal, Medical service, Kano model, Quality factorAbstract
The rapid growth of the companion animal healthcare sector has heightened the need for high-quality veterinary services. This study aimed to identify and prioritize medical service quality attributes in animal clinics using a multidimensional evaluation model integrating science and technology concepts. A structured online survey was conducted with pet owners to classify service elements based on the Kano model, followed by statistical analyses using Timko’s coefficients. Results showed that veterinary expertise and interpersonal communication skills were consistently valued more than physical infrastructure. These attributes enhance satisfaction because pet owners trust professionals who demonstrate technical skill and empathy. The findings suggest that focusing on human-centered competencies and diagnostic precision—reflecting advances in clinical technology—is critical for improving customer loyalty. The model can be adopted by animal hospitals to optimize their services through science-based prioritization, supporting sustainable competitiveness in the veterinary field.
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