Application of Kano model and IPA on improvement of service quality of mobile healthcare

Abstract

The purpose of this study was to integrate the Kano model with IPA to improve the service quality of mobile healthcare as well as to better determine the priority of the quality attributes to be improved. This study used the Kano model and the composite E-S-QUAL and E-recS-QUAL scales to classify the two-dimensional quality characteristics of Kano and calculate the customers' level of satisfaction when each service quality attribute was sufficient and the level of dissatisfaction when each service quality attribute was insufficient. Moreover, this study used the coefficient of the service quality attributes to develop a customer satisfaction coefficient matrix that could confirm the improved service quality and then used IPA to confirm the service quality attributes for priority improvement. The attributes that were both effectiveness-improved service qualities and service quality attributes for priority improvement were critical service quality attributes. The research results showed that the use of mobile healthcare is safe and that mobile healthcare systems can protect an individual's privacy, which are two key factors for improving the service quality of mobile healthcare. Therefore, under the premise of limited resources, the priority for quality improvement could be strengthened and products that meet the needs of users could be proposed to improve the utilisation rate of mobile healthcare and reflect its effectiveness.