Title: Classifying customer requirements using Kano model and Kano map: the case of hospital services

Authors: Arash Shahin; Sajad Akasheh

Addresses: Department of Management, University of Isfahan, Hezarjarib St., 81746-73441, Isfahan, Iran ' Department of Management, Ragheb Esfahani Institute of Higher Education, Isfahan, Iran

Abstract: The aim of this research is to investigate the application of the Kano model and Kano map in classifying patients' requirements in Goldis Hospital of Shahinshahr as a public hospital. For this purpose, a Servqual-based Kano questionnaire has been developed and filled by 153 patients of the hospital. The data has been analysed by the Kano model and plotted on the Kano map. Findings indicate that among the 18 attributes under investigation, the majority are classified as one-dimensional which supports the recent findings in the literature on the application of the Kano model in the hospital services.

Keywords: customer satisfaction; quality; service; Kano model; Servqual; Goldis Hospital.

DOI: 10.1504/IJPQM.2017.085257

International Journal of Productivity and Quality Management, 2017 Vol.21 No.4, pp.500 - 515

Received: 06 Apr 2016
Accepted: 22 May 2016

Published online: 19 Jul 2017 *

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