Implementation of the Kano model in healthcare settings: A narrative review

Healthcare quality is critical to patient satisfaction and the effectiveness of the healthcare system. Understanding patient perspectives and needs leads to higher patient satisfaction and client loyalty, and models, such as the Kano model, systematically evaluate client expectations. This literature review examines the application of the Kano model in healthcare settings and analyzes studies conducted from 2017 to 2025. The findings confirm its effectiveness in assessing patient expectations, especially when integrated with other methodologies, such as the balanced scorecard and the SERVQUAL dimensions. However, there are still challenges that need to be overcome. The successful implementation of this model depends on an appropriate sample size, rigorous procedures, and attention to cultural differences.