Application of the Kano Model to Evaluate Healthcare Management in Public Hospitals

Abstract

In public hospitals, healthcare management is essential to guaranteeing effective healthcare service delivery. To assess healthcare management characteristics based on patient perceptions in Malaysian public hospitals, this study uses the Kano Model. Healthcare management traits were categorised into Attractive, One-dimensional, Must-be, Indifferent, Reverse, and Questionable using a Kano pairwise questionnaire. The results emphasise the characteristics that most influence the patient’s perceptions thus revealing patient priorities. The findings of this study give hospital administrators important information to help them prioritise service enhancements, allocate resources as efficiently as possible, and improve the general standard of healthcare management. The Kano Model's value as a decision-support tool for ongoing quality improvement in Malaysian public healthcare services is shown by this study.