Knowledge management in cyberphysical systems: determining the quality requirements for health systems with the Kano model

Abstract

This paper focuses on knowledge management in cyberphysical systems (CPS), dealing with the importance and influence of smart technologies for the creation of the smart health systems as a part of the smart home. This approach considers the reorganisation and adaptation of medicine and health systems, building the research framework upon knowledge management 4.0 for health systems. Customer satisfaction or dissatisfaction was researched using the qualitative methodology of the Kano model. The questionnaire deals with five factors that play a crucial role in the decision to purchase such a system: 1) software reliability; 2) medical device interoperability; 3) security and privacy; 4) system feedback; 5) architecture. The results show that attractive requirements, such as architecture and medical device interoperability, have high values for customer satisfaction and low scores for customer dissatisfaction.