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

Authors

Ezekiel Anthony

Department of Business, Faculty of Business & Communication, Universiti Malaysia Perlis (UniMAP), UniCITI Alam Campus,Sungai Chuchuh, 02100 Padang Besar, Perlis | Healthcare Management – Special Interest Group (HEm – SIG) | Management of Technology and Engineering Management – Special Interest Group (MoTEm – SIG) | Operations Research – Special Interest Group (OR – SIG) (Malaysia)

Norshahrizan Nordin

Department of Business, Faculty of Business & Communication, Universiti Malaysia Perlis (UniMAP), UniCITI Alam Campus,Sungai Chuchuh, 02100 Padang Besar, Perlis | Healthcare Management – Special Interest Group (HEm – SIG) | Management of Technology and Engineering Management – Special Interest Group (MoTEm – SIG) | Operations Research – Special Interest Group (OR – SIG) (Malaysia)

Article Information

DOI: 10.47772/IJRISS.2026.100800481

Subject Category: Management

Volume/Issue: 10/8 | Page No: 7486-7492

Publication Timeline

Submitted: 2026-08-26

Accepted: 2026-08-31

Published: 2026-09-09

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.

Keywords

Kano Model; Healthcare Management; Patient Perception; Public Healthcare, Service Quality Improvement

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References

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