Evaluation of Needs for Chronic Disease Management Services in Patients with Inflammatory Bowel Disease Based on the Kano Model: A Cross‑Sectional Study.

PURPOSE: To investigate and analyze the needs for chronic disease management services among patients with inflammatory bowel disease (IBD) and provide recommendations for service optimization.

PATIENTS AND

METHODS

A Kano model-based questionnaire on chronic disease management service needs was developed through preliminary research. Using a convenience sampling method, 240 IBD patients were recruited for a cross-sectional survey between July 2024 and November 2024. The Kano model was applied to categorize service needs according to distinct attributes.

RESULTS

Among the 32 demand items, Kano attribute categorization (based on frequency distribution of paired responses) revealed 16 one‑dimensional attributes, 15 attractive attributes, and 1 indifferent attribute No must-be or reverse attributes were identified. Satisfaction (Better) and importance (Worse) coefficients were calculated for each item, followed by matrix quadrant analysis using the mean Better (0.7204) and mean Worse (0.3936) as cutoffs. This analysis placed 14 items in the competitive advantage area (eg, Hands-on Training for Medication Use), 4 items in the improvement priority area (eg, Access to a Designated IBD Nurse Liaison), 10 items in the secondary improvement area (eg, Creation of Personal Health Records), and 4 items in the maintenance area (eg, Early Detection of Osteoporosis).

CONCLUSION

This exploratory cross‑sectional Kano study found that the chronic disease management needs of IBD patients were mainly one‑dimensional and attractive attributes. These findings offer a preliminary framework for prioritizing service delivery and allocating resources accordingly, with Quadrant I (competitive advantage area) and Quadrant II (improvement priority area) guiding immediate attention.