Assessing patient needs for the enhancement of stroke rehabilitation services: A customer value perspective

Yu Hsiu Hung, Yu Ching Lin, Wan Zi Lin, Pin Ju Chen

Research output: Chapter in Book/Report/Conference proceedingConference contribution


Continuous participation in stroke rehabilitation programs enables function recovery and quality of life. However, research showed that stroke rehabilitation services do not necessarily meet the needs and the expectations of stroke patients. To address this issue, in this study, patient needs was assessed from the perspective of customer value. Customer value was defined using the service dimensions in SERVQUAL. Contextual Inquiry (CI) was conducted with three stroke patients and their therapists. Critical incidents (i.e., service gaps) were identified and categorized by the service dimensions. A follow-up survey was conducted with 11 stroke patients and 11 therapists to obtain subjective ratings on the critical incidents to provide quantitative insight that corroborated the findings from the CI in improving current stroke rehabilitation services. Results of the CI revealed that most occurred critical incident was related with reliability when therapists provided instructions on the rehabilitation activities. Results of the survey showed that (1) for stroke patients, all service dimensions were equally important; responsiveness was the least satisfied dimension; (2) Therapists believed that all service dimensions were addressed by their services; assurance was the most important dimension. The perceptual differences of the two groups on customer value led to recommendations on the current rehabilitation services. The outcomes of the study provided insight on critical stroke patient needs and contributed to the design of stroke rehabilitation therapy services.

Original languageEnglish
Title of host publicationHuman-Computer Interaction. Theories, Methods, and Human Issues - 20th International Conference, HCI International 2018, Proceedings
EditorsMasaaki Kurosu
PublisherSpringer Verlag
Number of pages13
ISBN (Print)9783319912431
Publication statusPublished - 2018
Event20th International Conference on Human-Computer Interaction, HCI 2018 - Las Vegas, United States
Duration: 2018 Jul 152018 Jul 20

Publication series

NameLecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Volume10902 LNCS
ISSN (Print)0302-9743
ISSN (Electronic)1611-3349


Conference20th International Conference on Human-Computer Interaction, HCI 2018
Country/TerritoryUnited States
CityLas Vegas

All Science Journal Classification (ASJC) codes

  • Theoretical Computer Science
  • General Computer Science


Dive into the research topics of 'Assessing patient needs for the enhancement of stroke rehabilitation services: A customer value perspective'. Together they form a unique fingerprint.

Cite this