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

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. Copyright © 2017 Inderscience Enterprises Ltd.