The Kano model analysis of features for mobile security applications

Yao, Mei Ling; Chuang, Ming Chuen; Hsu, Chun-Cheng

doi:10.1016/j.cose.2018.07.008

“…Moreover, a product or service that has particular attributes in the reverse category may lead to customer dissatisfaction. In practice, the Kano model is applied not only in quality control but also in the fields of product development, services, information, and healthcare [20,21,22,23,24,25].…”

Section: Kano Modelmentioning

confidence: 99%

“…Table 7 shows that "downloading doctor's schedule (A7) (-0.844)," "right-clicking the registration by department tab (A5) (-0.827)," and "modifying or Figure 3 illustrates the impact on overall satisfaction with quality defined by the SI value on the x-axis and the absolute DSI value on the y-axis. Referring to Yao et al [20], when the attribute quality is far from the origin point (0, 0), such an attribute has a greater influence on satisfaction. As shown in Part I of Fig.…”

Section: Kano's Customer Satisfaction Coefficientmentioning

confidence: 99%

What is the impact of user preferences on the design of the hospital online registration system: An integrated approach

Lin

¹

,

Fu

²

,

Lin

³

et al. 2020

Preprint

0

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Background An efficient registration system for all these types of Taiwan medical institutions will enable outpatients to register online and inform them of the best time to go to the hospital and when their turn for medical treatment is. Hence, understanding the outpatients’/users’ actual needs is important for hospital managers to design a user-friendly registration system. Purpose This study, based on means-end chain (MEC) theory and the Kano model, aims to: 1) understand user preferences toward using a hospital online registration system by constructing the Kano–MEC hierarchical value map, and 2) deduce and formulate effective system planning and promotion strategies. Methodology/approach Mixed methods research was employed to collect data. A total of 16 hospital registration websites were examined and 34 in-depth interviews were conducted. All the interview transcripts were analyzed, and 16 attribute, 13 consequence, and 4 value variables were obtained for a final questionnaire design. A total of 376 valid samples were collected from a questionnaire survey to construct a Kano–MEC hierarchical value map. Results The Kano–MEC hierarchical value map depicts hospital online registration users’ innermost thoughts and cognitive structure with regard to their attribute/consequence/value preferences and their attribute performance, as categorized by Kano’s quality classifications. Conclusions The Kano–MEC map showed that “right-clicking the registration by department tab,” “modifying or canceling one’s appointment,” “downloading doctor’s schedule,” “doctor introduction,” “right-clicking the registration by doctor’s name,” and “instant messaging” are classified as Kano’s one-dimensional attributes that can improve users’ satisfaction and reduce their dissatisfaction by increasing quality fulfillment. Practice Implications Evidently, managers should focus on “right-clicking the registration by department tab,” “modifying or canceling one’s appointment,” “downloading doctor’s schedule,” “doctor introduction,” “right-clicking the registration by doctor’s name,” and “instant messaging” to formulate their system planning for enhancing the functions of their online registration system and increasing user satisfaction.

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“…Figure 3 illustrates the impact on overall satisfaction with quality defined by the SI value on the x-axis and the absolute DSI value on the y-axis. Referring to Yao et al [20], when the attribute quality is far from the origin point (0, 0), such an attribute has a greater influence on satisfaction. As shown in Part I of Fig.…”

Section: Kano's Customer Satisfaction Coefficientmentioning

confidence: 99%

What is the impact of user preferences on the design of the hospital online registration system: An integrated approach

Lin

¹

,

Fu

²

,

Lin

³

et al. 2020

Preprint

0

View full text Add to dashboard Cite

Background An efficient registration system for all these types of Taiwan medical institutions will enable outpatients to register online and inform them of the best time to go to the hospital and when their turn for medical treatment is. Hence, understanding the outpatients’/users’ actual needs is important for hospital managers to design a user-friendly registration system. Purpose This study, based on means-end chain (MEC) theory and the Kano model, aims to: 1) understand user preferences toward using a hospital online registration system by constructing the Kano–MEC hierarchical value map, and 2) deduce and formulate effective system planning and promotion strategies. Methodology/approach Mixed methods research was employed to collect data. A total of 16 hospital registration websites were examined and 34 in-depth interviews were conducted. All the interview transcripts were analyzed, and 16 attribute, 13 consequence, and 4 value variables were obtained for a final questionnaire design. A total of 376 valid samples were collected from a questionnaire survey to construct a Kano–MEC hierarchical value map. Results The Kano–MEC hierarchical value map depicts hospital online registration users’ innermost thoughts and cognitive structure with regard to their attribute/consequence/value preferences and their attribute performance, as categorized by Kano’s quality classifications. Conclusions The Kano–MEC map showed that “right-clicking the registration by department tab,” “modifying or canceling one’s appointment,” “downloading doctor’s schedule,” “doctor introduction,” “right-clicking the registration by doctor’s name,” and “instant messaging” are classified as Kano’s one-dimensional attributes that can improve users’ satisfaction and reduce their dissatisfaction by increasing quality fulfillment. Practice Implications Evidently, managers should focus on “right-clicking the registration by department tab,” “modifying or canceling one’s appointment,” “downloading doctor’s schedule,” “doctor introduction,” “right-clicking the registration by doctor’s name,” and “instant messaging” to formulate their system planning for enhancing the functions of their online registration system and increasing user satisfaction.

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“…According to Kano (1984), each customer has a different attitude towards different service attributes, this is due to the different level of needs of each customer for the existing services, depending on the customer's background. The Kano model is divided into six categories based on the characteristics of the service to the level of the customer's satisfaction, namely: must be, one dimensional, attractive, indifferent, reserve, and questionable (Yao, Chuang and Hsu, 2018). The six Kano categories are explained as follows: 1.…”

Section: Kano Modelmentioning

confidence: 99%

Determining Priority Service of Yogyakarta Adisutjipto Airport Using Servqual Method and Kano Model

Gani

¹

,

Dewanti

²

,

Irawan

³

et al. 2019

Journal of the Civil Engineering Forum

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Nowadays, airports are expected to be operated as a self-service organisation that provides efficient and high-quality services. Since the satisfaction of passengers is essential for airport’s operators, the efforts to provide better services for passengers become a concern for airport’s operators by increasing the quality of service to passengers. It is crucial to identify which kind of services that would be the top priority service for the passengers. Thus, this study aims to improve the quality of service to passengers that are conducted by combining the Servqual method and Kano model. Servqual method is used to capture consumer perceptions and expectations of service along with the multi-dimensional research instrument, while the Kano model is a theory to observe costumer’s satisfaction preferences. The combination of the methods aims to determine the type of service that becomes the top priority for immediate improvement so that it can improve the service quality effectively. The selection of the priority services is based on the magnitude of the gap between expectations and perceptions of passengers on a particular service, and the assessment of passengers on the type of service that significantly influences passengers’ satisfaction with the service performance at the airport. The results of this research showed that there were three types of services as the top priority for improving their performance, namely the type of services related to the personal attention to passengers, the attractive waiting room conditions, and the understanding of each passenger’s needs individually. The airport management is expected to immediately improve the performance of the services so that the quality of service can immediately increase.

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The Kano model analysis of features for mobile security applications

Cited by 36 publications

References 2 publications

What is the impact of user preferences on the design of the hospital online registration system: An integrated approach

What is the impact of user preferences on the design of the hospital online registration system: An integrated approach

What is the impact of user preferences on the design of the hospital online registration system: An integrated approach

Determining Priority Service of Yogyakarta Adisutjipto Airport Using Servqual Method and Kano Model

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