Review of the Kano model implementation in the healthcare sector

What is it about?

This article provides a systematic review of the implementation of the Kano model to understand patient needs in the healthcare industry, challenges faced while implementing the model and misconceptions regarding the model. The authors suggest that the patient needs differ with the type of care and services offered by a specific healthcare service unit in the healthcare system and encourage healthcare providers to commit individual attention to such units accordingly.

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Why is it important?

This review allows healthcare providers to comprehend customer needs related to service quality and develop sustainable improvement strategies.

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