Kano’s model for customer satisfaction analysis of a hospital

Abstract

The Kano model is a hypothesis for service improvement and consumer satisfaction created during the 1980s by Professor Noriaki Kano, a student of Kaoru Ishikawa. The improvement of the Kano model emerged from a logical study exploring the differing meanings of product/service value and their importance. From this study came the acknowledgment of two important parts of value—objective (actual satisfaction or consistence with particulars) and subjective (end-client fulfilment) — just as, their relations. Next five wide characterizations of value components were characterized that mirrored the client experience: 1) Attractive Quality Elements: Elements that when fulfilled provide satisfaction but are OK for the customer when not fulfilled; 2) One-Dimensional Quality Elements: Elements that result in satisfaction when fulfilled and dissatisfaction when not fulfilled; 3) Must-Be Quality Elements: Elements that are absolutely expected but result in dissatisfaction when not fulfilled. During the study, the first three classifications were seen to be the most common scenarios but the below were also found to be possible. 1) Indifferent Quality Elements: Attributes that neither satisfaction in fulfilment or disappointment, whether or not they are satisfied. 2) Reverse Quality Elements: Attributes bring about disappointment when satisfied and fulfilment when not satisfied.