Research Article
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Expectations from Personal mHealth Apps through Kano's Model

Year 2018, Volume: 9 Issue: 2, 35 - 48, 27.12.2018
https://doi.org/10.34231/iuyd.478057

Abstract

The
main purpose of this study is to contribute to the development of mHealth apps
more effectively with the Kano model, which better defines user expectations
and measures the effects of these expectations for satisfaction. Assessing
users’ expectations from mHealth apps is crucial. The Kano model is an
efficient method in categorizing users’ expectations and guiding mHealth apps
designers. Moreover, Kano model allows mHealth apps designers to classify their
design requirements, depending on the value they deliver to their users, and to
recognize when some design requirements/characteristics are redundant. In this
way, designers and developers can avoid wasting valuable time, money and
energy. In the research part of this study, the Kano model was applied in the
elicitation of design characteristics for mHealth Apps. The findings of this
descriptive research, which encompasses 317 students attending Pamukkale
University, Denizli, Turkey are presented in detail. In the light of the Kano
analysis, one-dimensional, attractive and indifferent attributes for mHealth
apps design characteristics were identified.

References

  • Akter, S., D’Ambra, J., & Ray, P. (2013). Development and Validation of an Instrument to Measure User Perceived Service Quality of mHealth. Information & Management, 50(4), 181-195.
  • Barutçu, S. (2007). Attitudes towards Mobile Marketing Tools: A study of Turkish Consumers. Journal of Targeting, Measurement and Analysis for Marketing, Special Issue: Mobile Marketing, 16(1), 26-38.
  • Barutçu, S. (2008). Consumers’ Attitudes towards Mobile Marketing and Mobile Commerce in Consumer Markets. Ege Academic Review, 8(1), 15-32. Barutçu, S. (2010). E-Customer Satisfaction in the E-Tailing Industry: An Empirical Survey for Turkish E-Customers. Ege Academic Review, 10(1), 15-35.
  • Barutçu, S., Akgün, A. A., & Aydın, H. U. D. (2015). Drivers of Customer Satisfaction from the Mobile Commerce and Mobile Marketing: The Case of Mobile Shopping Applications. International Research Congress on Social Sciences, Sarajevo, May 2-6, 2015. Barutçu, S. (2020). mHealth Apps Design Using Quality Function Deployment. International Journal of Health Care Quality Assurance (forthcoming), 33(1), xx.
  • Berger, C., Blauth, R., Bolster, C., Burchill, G., DuMouchel, W., Pouliot, F., Richter, R., Rubinoff, A., Shen, D., Timko, M., & Walden, D. (1993). Kano’s Methods for Understanding Customer Defined Quality. The Center for Quality Management Journal, 2(2), 3-36.
  • Bhattacharyya, S. K., & Rahman, Z. (2004). Capturing The Customer’s Voice, The Centerpiece of Strategy Making: A Case Study in Banking. European Business Review, 16(2), 128-138.
  • Cameron, J. D., Ramaprasad, A., & Syn, T. (2017). An Ontology of and Roadmap for mhealth Research. International Journal of Medical Informatics, Vol. 100, 16-25.
  • Chow, C. K., Ariyarathna, N., Islam, S. M. S., Thiagalingam, A., & Redfern, J. (2016). mHealth in Cardiovascular Health Care. Heart, Lung and Circulation, 25(8), 802-807.
  • Demirbağ, Ş., & Çavdar, E. (2016). Üniversite Öğrencilerinin Akıllı Telefonlar İle İlgili Gereksinimlerinin Kano Modeli ile Analizi. Çankırı Karatekin Üniversitesi İİBF Dergisi, 6(1), 17-44.
  • Fox, B. I., Umphress, D. A., & Hollingsworth, J. C. (2017). Development and Delivery of an Interdisciplinary Course in Mobile Health (mhealth). Currents in Pharmacy Teaching and Learning, 9(4), 585-594.
  • Gustafsson, A., Ekdahl, F., & Edvardsson, B. (1999) Customer Focused Service Development in Practice - A Case Study at Scandinavian Airlines System (SAS). International Journal of Service Industry Management, 10(4), 344-358. Hoque, R., & Sorwar, G. (2017). Understanding Factors Influencing the Adoption of Mhealth by the Elderly: An Extension of the UTAUT Model. International Journal of Medical Informatics, Vol. 101, 75-84.
  • https://en.wikipedia.org/wiki/Kano_model, Last Visited: July 15, 2018
  • Hueiju Yu., & Hsien‐Tang Ko. (2012) Integrating Kano Model with Strategic Experiential Modules in Developing ICT‐Enabled Services: An Empirical Study. Management Decision, 50(1), 7-20.
  • Istepanaian, R. S., & Zhang, Y. T. (2012). Guest Editorial Introduction to the Special Section: 4G Health—the Long-Term Evolution of m-Health. IEEE Transactions on Information Technology in Biomedicine, 16(1), 1-5.
  • Istepanian, R. S., Jovanov, E., & Zhang, Y. T. (2004). Guest Editorial Introduction to the Special Section on m-Health: Beyond Seamless Mobility and Global Wireless Health-Care Connectivity. IEEE Transactions on Information Technology in Biomedicine, 8(4), 405-414.
  • Kano, N., Seraku, N., Takahashi, F., & Tsuji, S. (1984). Attractive quality and must-be quality. Hinshitsu: Quality, the Journal of Japanese Society for Quality Control (April), 39-48.
  • Kay, M., Santos, J., & Takane, M. (2011). mHealth: New Horizons for Health through Mobile Technologies. World Health Organization, Global Observatory for eHealth series - Volume 3, http://www.who.int/goe/publications/goe_mhealth_web.pdf
  • Kumar, S., Nilsen, W. J., Abernethy, A., Atienza, A., Patrick, K., Pavel, M., Riley, W. T., Shar, A., Spring, B., Spruijt-Metz, D., Hedeker, D., Honavar, V., Kravitz, R., Lefebvre, R. C., Mohr, D. C., Murphy, S. A., Quinn, C., Shusterman, V., & Swendeman, D. (2013). Mobile Health Technology Evaluation: The mhealth Evidence Workshop. American Journal of Preventive Medicine, 45(2), 228-236.
  • Lehtola, L., & Kauppinen, M. (2006). Suitability of Requirements Prioritization Methods for Market-Driven Software Product Development. Software Process Improvement and Practice (SPIP), 11(1), 7-19.
  • Matzler, K., Hinterhuber, H. H., Bailom, F., & Sauerwein, E. (1996). How to Delight Your Customers. Journal of Product and Brand Management, 5(2), 6-18.
  • Matzler, K., & Hinterhuber, H. H. (1998). How to Make Product Development Projects More Successful By Integrating Kano's Model of Customer Satisfaction into Quality Function Deployment. Technovation, 18(1), 25-38.
  • Mei-Ling, Y. A. O., Chuang, M. C., & Chun-Cheng, H. S. U. (2018). The Kano Model Analysis of Features for Mobile Security Applications. Computers & Security, Vol. 78, 336-346.
  • Neubeck, L., Lowres, N., Benjamin, E. J., Freedman, S. B., Coorey, G., & Redfern, J. (2015). The Mobile Revolution—Using Smartphone Apps to Prevent Cardiovascular Disease. Nature Reviews Cardiology, Vol. 12, 350-360.
  • Ni, Z., Liu , C., Wu, B., Yang, Q., Douglas, C., & Shaw, R. J. (2018). An mHealth Intervention to Improve Medication Adherence among Patients with Coronary Heart Disease in China: Development of an Intervention. International Journal of Nursing Sciences, 5(4), 322-330. DOI: https://doi.org/10.1016/j.ijnss.2018.09.003
  • Nilsson-Witell, L., & Fundin, A. (2005). Dynamics of Service Attributes: A Test of Kano’s Theory of Attractive Quality. International Journal of Service Industry Management, 16(2), 152-168.
  • Onodera, R., & Sengoku, S. (2018). Innovation Process of mHealth: An Overview of FDA-Approved Mobile Medical Applications. International Journal of Medical Informatics, Vol. 118, 65-71.
  • Sa Moura, P., & Saraiva, P., (2001). The Development of An Ideal Kindergarten through Concept Engineering/Quality Function Deployment. Total Quality Management, 12(3), 365-372.
  • Schvaneveldt, S. J., Enkawa, T., & Miyakawa, M. (1991). Consumer Evaluation Perspectives of Service Quality: Evaluation Factors and Two-Way Model of Quality. Total Quality Management, Vol. 2, 149-161.
  • Shen, X.X., Tan, K.C., & Xie, M. (2000). An Integrated Approach to Innovative Product Development Using Kano’s Model and QFD. European Journal of Innovation Management, 3(2), 91-99.
  • Tontini, G. (2000). Identification of Customer Attractive and Must-Be Requirements Using a Modified Kano's Method: Guidelines and Case Study. Proceedings of the 54th American Quality Congress, Indianapolis, 728-734.
  • Lee, Y. C., Lin, S. B., & Wang, Y. L. (2011). A new Kano's Evaluation Sheet. The TQM Journal, 23(2), 179-195.
  • Zhang, P., & Von Dran, G. M. (2002). User Expectations and Rankings of Quality Factors in Different Web Site Domains. International Journal of Electronics and Communications, Vol. 6, 9-33.
  • Zhu, D.S., Lin, C.T., Tsai, C.H., & Wu, J.F., (2010) A Study on the Evaluation of Customers’ Satisfaction-The perspective of Quality. International Journal for Quality Research, 4(2), 105-116.

Kişisel mSağlık uygulamalarından Kano Modeli ile beklentilerin belirlenmesi

Year 2018, Volume: 9 Issue: 2, 35 - 48, 27.12.2018
https://doi.org/10.34231/iuyd.478057

Abstract

Bu çalışmanın temel amacı,
kullanıcı beklentilerini daha iyi tanımlayan ve bu beklentilerin kullanıcı
memnuniyeti üzerindeki etkilerini ölçümleyen Kano modeli ile mSağlık
uygulamalarının daha etkin bir şekilde geliştirilmesine katkıda bulunmaktır.
Kullanıcıların mSağlık uygulamalarından beklentilerinin değerlendirilmesi
önemlidir. Kano modeli, kullanıcıların mSağlık uygulamalarından beklentilerini
gruplandıran ve mSağlık uygulama tasarımcılarına yol gösteren etkin bir
yöntemdir. Bunun yansıra Kano modeli, mSağlık uygulama tasarımcılarının
kullanıcılarına sundukları değere bağlı olarak tasarımın teknik
gereksinimlerini sınıflandırması ve tasarımda dikkate alınmaması gereken
gereksinmelerin / özelliklerin tanımlanmasına imkan verir. Bu model sayesinde
tasarımcılar ve geliştiriciler değerli zaman, para ve enerji israfını
önleyebilirler. Bu çalışmanın araştırma bölümünde, mSağlık uygulamaları tasarım
özelliklerinin ortaya çıkarılmasında Kano modeli kullanılmıştır. Pamukkale
Üniversitesi'nde (Denizli-Türkiye) öğrenimlerine devam eden 317 öğrenciyi
kapsayan bu tanımlayıcı araştırmanın bulguları detaylı olarak sunulmuştur. Kano
analizinin ışığında, mSağlık uygulamaları tasarımı için beklenen, heyecan
verici ve fark yaratmayan tasarım özellikleri belirlenmiştir.

References

  • Akter, S., D’Ambra, J., & Ray, P. (2013). Development and Validation of an Instrument to Measure User Perceived Service Quality of mHealth. Information & Management, 50(4), 181-195.
  • Barutçu, S. (2007). Attitudes towards Mobile Marketing Tools: A study of Turkish Consumers. Journal of Targeting, Measurement and Analysis for Marketing, Special Issue: Mobile Marketing, 16(1), 26-38.
  • Barutçu, S. (2008). Consumers’ Attitudes towards Mobile Marketing and Mobile Commerce in Consumer Markets. Ege Academic Review, 8(1), 15-32. Barutçu, S. (2010). E-Customer Satisfaction in the E-Tailing Industry: An Empirical Survey for Turkish E-Customers. Ege Academic Review, 10(1), 15-35.
  • Barutçu, S., Akgün, A. A., & Aydın, H. U. D. (2015). Drivers of Customer Satisfaction from the Mobile Commerce and Mobile Marketing: The Case of Mobile Shopping Applications. International Research Congress on Social Sciences, Sarajevo, May 2-6, 2015. Barutçu, S. (2020). mHealth Apps Design Using Quality Function Deployment. International Journal of Health Care Quality Assurance (forthcoming), 33(1), xx.
  • Berger, C., Blauth, R., Bolster, C., Burchill, G., DuMouchel, W., Pouliot, F., Richter, R., Rubinoff, A., Shen, D., Timko, M., & Walden, D. (1993). Kano’s Methods for Understanding Customer Defined Quality. The Center for Quality Management Journal, 2(2), 3-36.
  • Bhattacharyya, S. K., & Rahman, Z. (2004). Capturing The Customer’s Voice, The Centerpiece of Strategy Making: A Case Study in Banking. European Business Review, 16(2), 128-138.
  • Cameron, J. D., Ramaprasad, A., & Syn, T. (2017). An Ontology of and Roadmap for mhealth Research. International Journal of Medical Informatics, Vol. 100, 16-25.
  • Chow, C. K., Ariyarathna, N., Islam, S. M. S., Thiagalingam, A., & Redfern, J. (2016). mHealth in Cardiovascular Health Care. Heart, Lung and Circulation, 25(8), 802-807.
  • Demirbağ, Ş., & Çavdar, E. (2016). Üniversite Öğrencilerinin Akıllı Telefonlar İle İlgili Gereksinimlerinin Kano Modeli ile Analizi. Çankırı Karatekin Üniversitesi İİBF Dergisi, 6(1), 17-44.
  • Fox, B. I., Umphress, D. A., & Hollingsworth, J. C. (2017). Development and Delivery of an Interdisciplinary Course in Mobile Health (mhealth). Currents in Pharmacy Teaching and Learning, 9(4), 585-594.
  • Gustafsson, A., Ekdahl, F., & Edvardsson, B. (1999) Customer Focused Service Development in Practice - A Case Study at Scandinavian Airlines System (SAS). International Journal of Service Industry Management, 10(4), 344-358. Hoque, R., & Sorwar, G. (2017). Understanding Factors Influencing the Adoption of Mhealth by the Elderly: An Extension of the UTAUT Model. International Journal of Medical Informatics, Vol. 101, 75-84.
  • https://en.wikipedia.org/wiki/Kano_model, Last Visited: July 15, 2018
  • Hueiju Yu., & Hsien‐Tang Ko. (2012) Integrating Kano Model with Strategic Experiential Modules in Developing ICT‐Enabled Services: An Empirical Study. Management Decision, 50(1), 7-20.
  • Istepanaian, R. S., & Zhang, Y. T. (2012). Guest Editorial Introduction to the Special Section: 4G Health—the Long-Term Evolution of m-Health. IEEE Transactions on Information Technology in Biomedicine, 16(1), 1-5.
  • Istepanian, R. S., Jovanov, E., & Zhang, Y. T. (2004). Guest Editorial Introduction to the Special Section on m-Health: Beyond Seamless Mobility and Global Wireless Health-Care Connectivity. IEEE Transactions on Information Technology in Biomedicine, 8(4), 405-414.
  • Kano, N., Seraku, N., Takahashi, F., & Tsuji, S. (1984). Attractive quality and must-be quality. Hinshitsu: Quality, the Journal of Japanese Society for Quality Control (April), 39-48.
  • Kay, M., Santos, J., & Takane, M. (2011). mHealth: New Horizons for Health through Mobile Technologies. World Health Organization, Global Observatory for eHealth series - Volume 3, http://www.who.int/goe/publications/goe_mhealth_web.pdf
  • Kumar, S., Nilsen, W. J., Abernethy, A., Atienza, A., Patrick, K., Pavel, M., Riley, W. T., Shar, A., Spring, B., Spruijt-Metz, D., Hedeker, D., Honavar, V., Kravitz, R., Lefebvre, R. C., Mohr, D. C., Murphy, S. A., Quinn, C., Shusterman, V., & Swendeman, D. (2013). Mobile Health Technology Evaluation: The mhealth Evidence Workshop. American Journal of Preventive Medicine, 45(2), 228-236.
  • Lehtola, L., & Kauppinen, M. (2006). Suitability of Requirements Prioritization Methods for Market-Driven Software Product Development. Software Process Improvement and Practice (SPIP), 11(1), 7-19.
  • Matzler, K., Hinterhuber, H. H., Bailom, F., & Sauerwein, E. (1996). How to Delight Your Customers. Journal of Product and Brand Management, 5(2), 6-18.
  • Matzler, K., & Hinterhuber, H. H. (1998). How to Make Product Development Projects More Successful By Integrating Kano's Model of Customer Satisfaction into Quality Function Deployment. Technovation, 18(1), 25-38.
  • Mei-Ling, Y. A. O., Chuang, M. C., & Chun-Cheng, H. S. U. (2018). The Kano Model Analysis of Features for Mobile Security Applications. Computers & Security, Vol. 78, 336-346.
  • Neubeck, L., Lowres, N., Benjamin, E. J., Freedman, S. B., Coorey, G., & Redfern, J. (2015). The Mobile Revolution—Using Smartphone Apps to Prevent Cardiovascular Disease. Nature Reviews Cardiology, Vol. 12, 350-360.
  • Ni, Z., Liu , C., Wu, B., Yang, Q., Douglas, C., & Shaw, R. J. (2018). An mHealth Intervention to Improve Medication Adherence among Patients with Coronary Heart Disease in China: Development of an Intervention. International Journal of Nursing Sciences, 5(4), 322-330. DOI: https://doi.org/10.1016/j.ijnss.2018.09.003
  • Nilsson-Witell, L., & Fundin, A. (2005). Dynamics of Service Attributes: A Test of Kano’s Theory of Attractive Quality. International Journal of Service Industry Management, 16(2), 152-168.
  • Onodera, R., & Sengoku, S. (2018). Innovation Process of mHealth: An Overview of FDA-Approved Mobile Medical Applications. International Journal of Medical Informatics, Vol. 118, 65-71.
  • Sa Moura, P., & Saraiva, P., (2001). The Development of An Ideal Kindergarten through Concept Engineering/Quality Function Deployment. Total Quality Management, 12(3), 365-372.
  • Schvaneveldt, S. J., Enkawa, T., & Miyakawa, M. (1991). Consumer Evaluation Perspectives of Service Quality: Evaluation Factors and Two-Way Model of Quality. Total Quality Management, Vol. 2, 149-161.
  • Shen, X.X., Tan, K.C., & Xie, M. (2000). An Integrated Approach to Innovative Product Development Using Kano’s Model and QFD. European Journal of Innovation Management, 3(2), 91-99.
  • Tontini, G. (2000). Identification of Customer Attractive and Must-Be Requirements Using a Modified Kano's Method: Guidelines and Case Study. Proceedings of the 54th American Quality Congress, Indianapolis, 728-734.
  • Lee, Y. C., Lin, S. B., & Wang, Y. L. (2011). A new Kano's Evaluation Sheet. The TQM Journal, 23(2), 179-195.
  • Zhang, P., & Von Dran, G. M. (2002). User Expectations and Rankings of Quality Factors in Different Web Site Domains. International Journal of Electronics and Communications, Vol. 6, 9-33.
  • Zhu, D.S., Lin, C.T., Tsai, C.H., & Wu, J.F., (2010) A Study on the Evaluation of Customers’ Satisfaction-The perspective of Quality. International Journal for Quality Research, 4(2), 105-116.
There are 33 citations in total.

Details

Primary Language English
Subjects Economics
Journal Section Research Article
Authors

Süleyman Barutçu

Süleyman Barutçu

Elif Barutçu This is me

Publication Date December 27, 2018
Published in Issue Year 2018 Volume: 9 Issue: 2

Cite

APA Barutçu, S., Barutçu, S., & Barutçu, E. (2018). Expectations from Personal mHealth Apps through Kano’s Model. İnternet Uygulamaları Ve Yönetimi Dergisi, 9(2), 35-48. https://doi.org/10.34231/iuyd.478057