International Journal of Business and Social Science

ISSN 2219-1933 (Print), 2219-6021 (Online) DOI: 10.30845/ijbss

Application of the Kano Model for Determining Service Attributes Preferences of Hospital Inpatients
Ayman Al Deheshi, Fayez Hejaili, Salih Binsalih, Abdulla Al Sayyari

Kano Model was used to find how hospital inpatients view twenty pertinent service attributes. Based on the patients’ responses, Kano model allowed us to characterize these attributes into “must”, “attractive” or indifferent”. The highest scoring “must” attributes were “cleanliness” and “quick response by nurses”, the most “attractive” were “provision of magazines” and having a “private room” and the most “indifferent” was “allowing visitors all the time”. Perceptions among patients were affected by ward type, sex, education level and number of hospitalizations but not by marital status, age, employment or duration of hospitalization

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