[논문]A Study on the Quality Improvement of Mobile App Services of Medical Institutions: Focus on the Kano Model and PCSI Index

PARK, Ae-Jun; LEE, Yeon-Sook

doi:10.13106/ijidb.2019.vol10.no6.19

A Study on the Quality Improvement of Mobile App Services of Medical Institutions: Focus on the Kano Model and PCSI Index 원문보기

International journal of industrial distribution & business = 산경연구논집, v.10 no.6, 2019년, pp.19 - 27

PARK, Ae-Jun (Dept. of Healthcare Management, Catholic Kwandong University) , LEE, Yeon-Sook (Dept. of Healthcare Management, Catholic Kwandong University)

Abstract ▼ AI-Helper

Purpose - The purpose of this study was to examine quality improvement priorities by examining not only quality classifications but also PCSI (Kano, 1984) of mobile app service qualities of general hospitals in the Metropolitan Area and offer potential improvements. Research design, data, and methodology - The study examined five of service qualities, including app design, reaction, convenience, safety and supply of information by precedent studies. 20 test items were selected. A total of 60 positive and negative questions to estimate customer satisfaction and PCSI was investigated. The author collected 300 copies from interviewees who made use of the app services of 13 general hospitals within one year, and classified quality factors by using table of quality assessment and also estimated the customer satisfaction index (Timko, 1993). The study made quality improvement priority by the PCSI index. Results - Reaction of the mobile app service quality ranked the highest PCSI, and payment safety ranked the highest, and customer support and supply of the information ranked high as well. It was observed that design ranked comparatively lower in these categories. Conclusion - Safety, reaction and supply of information should be prioritized to reorganize and improve the mobile app services.

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표/그림 (7)

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그림
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문제 정의

Kano model was used to classify mobile app service quality element having influence upon customer satisfaction, and customer satisfaction coefficient was used (Timko, 1993) to supplement Kano model. The study estimated potential customer satisfaction to find out mobile app service quality improvement priority.
Previous studies did not classify mobile app service by quality and service. This study gave quality from point of view of app service user and to give direction of app service development and improvement. Second, the study investigated high class general hospitals having mobile app service, and examined customer satisfaction index of Timko (1993) to give direction of improvement.
Kano model investigated service quality dually to give not only service quality level but also cognition perceived by consumers (Kim, Youn, & Lee, 2018). This study investigated satisfaction of mobile app service quality by quality factor. The study investigated app service quality of customers of general hospitals, for instance, app design, reaction, convenience, safety and supply of information to classify six service quality, for instance, attractive quality, one unknown quality, natural quality, uninterested quality, adverse quality and speculative quality.

가설 설정

D : Dissatisfaction.

제안 방법

Based on precedent studies on mobile app service quality, this study tested five of service quality such as app design, reactivity, convenience, safety and giving of information by Kano model. Sixty of affirmative questions and negative questions were used to get Kano model, customer satisfaction and PCSI index and to estimate customer satisfaction coefficient (Timko, 1993) and to find out priority of medical service quality.
This study gave quality from point of view of app service user and to give direction of app service development and improvement. Second, the study investigated high class general hospitals having mobile app service, and examined customer satisfaction index of Timko (1993) to give direction of improvement. The study verified priority of improvement to give service quality and to differ from precedent studies examining relation with consumer behavior only.
Based on precedent studies on mobile app service quality, this study tested five of service quality such as app design, reactivity, convenience, safety and giving of information by Kano model. Sixty of affirmative questions and negative questions were used to get Kano model, customer satisfaction and PCSI index and to estimate customer satisfaction coefficient (Timko, 1993) and to find out priority of medical service quality.
The study investigated app service quality of customers of general hospitals, for instance, app design, reaction, convenience, safety and supply of information to classify six service quality, for instance, attractive quality, one unknown quality, natural quality, uninterested quality, adverse quality and speculative quality. The study gave PCSI(Potential Customer Satisfaction Improvement) index to determine not only CSC(Customer Satisfaction Coefficient) but also service improvement (Timko, 1993) and to give app service quality perception and to lessen time and cost and to suggest practical approach of mobile app service improvement.
This study investigated satisfaction of mobile app service quality by quality factor. The study investigated app service quality of customers of general hospitals, for instance, app design, reaction, convenience, safety and supply of information to classify six service quality, for instance, attractive quality, one unknown quality, natural quality, uninterested quality, adverse quality and speculative quality. The study gave PCSI(Potential Customer Satisfaction Improvement) index to determine not only CSC(Customer Satisfaction Coefficient) but also service improvement (Timko, 1993) and to give app service quality perception and to lessen time and cost and to suggest practical approach of mobile app service improvement.
The study investigated mobile app service by five quality element and 20 items by Kano model to be one dimensional quality element of reactivity and convenience and to be app design of disinterest quality. Safety was thought to be personal information control, and safe payment was one dimensional and no sharing of personal information was to be disinterest, and misuse of personal information was to be must be quality.
(Lee, 2014). The study selected five kinds of mobile app service quality, reaction, convenience, safety and supply of information.
Second, the study investigated high class general hospitals having mobile app service, and examined customer satisfaction index of Timko (1993) to give direction of improvement. The study verified priority of improvement to give service quality and to differ from precedent studies examining relation with consumer behavior only. The study gave priority of the service at same level of quality from point of view of practice [Tabel 6] and to avoid unnecessary service.
This study investigated app design, reactivity, convenience, safety and giving of information of mobile app service: 20 questions were used. Kano model was used to give user's cognition and improvement of mobile app service.

대상 데이터

CKU-19-01-0103 of Institutional Review Board to research by M's panel 7 days from March 30, 2019. The interviewees were the ones who were 20 years old or more to be patients and/or protectors at general hospitals (13) in Metropolitan Area. Number of effective questionnaires was 300 copies.

이론/모형

Kano model was used to classify mobile app service quality element having influence upon customer satisfaction, and customer satisfaction coefficient was used (Timko, 1993) to supplement Kano model. The study estimated potential customer satisfaction to find out mobile app service quality improvement priority.
Users are difficult to understand service quality elements. The study examined customer satisfaction element (Timko, 1993) to make use of customer satisfaction coefficient (satisfaction coefficient and dissatisfaction coefficient) to find out sensitivity of service quality element.

후속연구

Testing of five quality items of the app service was difficult to classify into app service quality element. Further study shall investigate reuse and perceived value.

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