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ISSN : 2233-4165(Print)
ISSN : 2233-5382(Online)
Journal of Industrial Distribution & Business Vol.10 No.6 pp.19-27

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

Ae-Jun PARK*,Yeon-Sook LEE*
* First Author, Professor, Dept. of Healthcare Management, Catholic Kwandong University, Korea. TEL: +82-33-649-7592, E-mail:
** Corresponding Author, Professor, Dept. of Healthcare Management, Catholic-Kwandong University, Korea. TEL: +82-33-649-7508, E-mail:
May 17, 2019. May 22, 2019. June 05, 2019.


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.

JEL Classifications: I11, M11, M15, M31.





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