Integrating Kano Model and Herzberg Two Factor Theory to Unveil the Third Quality Factor of Patient Satisfaction in a Multispecialty Outdoor Medical Centre
Mitrabasu1, Neelam Chhillar2

1Dr. Mitrabasu, Health, Insititue of Nuclear Medicine and Allied Sciences(INMAS), Delhi, India.
2Dr. Neelam Chhillar, Institute of Human Behaviour and Allied Sciences (IHBAS), Dilshad Garden, Delhi, India.

Manuscript received on May 11, 2013. | Revised Manuscript received on May 15, 2013. | Manuscript published on May 25, 2013. | PP: 1-5 | Volume-1 Issue-7, May 2013. | Retrieval Number: G0283051713/2013©BEIESP

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Abstract: Perception of quality by customers remains most important determinant of success of a healthcare unit, influencing consumption of service by improved compliance, better satisfaction levels and stronger bondage between healthcare team and patients. Whereas Herzberg two factor theory was designed originally to discover hygiene and motivating factors for employees, it could be used similarly to identify such factors in a customer population of an industry. Kano model to study service quality attributes considers both functional and non functional data analysis to classify attributes in four categories viz. must- be, reverse, indifferent and attractive. Present study was conducted on 243 employees of Institute of Nuclear Medicine and Allied sciences (INMAS), Delhi. Data was collected in structured questionnaire (Both functional and non functional) developed based on Kano model. Frequency analysis was done to identify Kano category of service attribute and customer satisfaction coefficient was calculated to identify hygiene or motivating factors. We concluded that it is possible to identify key determinants of quality perception using Kano model in a healthcare service unit. Also, it was concluded that service quality attributes could be categorises not only in hygiene and motivating factors but some of them are both hygiene and motivating
Keywords: Healthcare, Kano model, Patient satisfaction, Service quality.