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Understanding the evaluation of mHealth app features based on a cross-country Kano analysis

Author

Listed:
  • Henner Gimpel

    (University of Hohenheim
    University of Augsburg
    Fraunhofer FIT)

  • Tobias Manner-Romberg

    (University of Augsburg)

  • Fabian Schmied

    (University of Augsburg
    Fraunhofer FIT)

  • Till J. Winkler

    (University of Hagen
    Copenhagen Business School)

Abstract

While mobile health (mHealth) apps play an increasingly important role in digitalized health care, little is known regarding the effects of specific mHealth app features on user satisfaction across different healthcare system contexts. Using personal health record (PHR) apps as an example, this study identifies how potential users in Germany and Denmark evaluate a set of 26 app features, and whether evaluation differences can be explained by the differences in four pertinent user characteristics, namely privacy concerns, mHealth literacy, mHealth self-efficacy, and adult playfulness. Based on survey data from both countries, we employed the Kano method to evaluate PHR features and applied a quartile-based sample-split approach to understand the underlying relationships between user characteristics and their perceptions of features. Our results not only reveal significant differences in 14 of the features between Germans and Danes, they also demonstrate which of the user characteristics best explain each of these differences. Our two key contributions are, first, to explain the evaluation of specific PHR app features on user satisfaction in two different healthcare contexts and, second, to demonstrate how to extend the Kano method in terms of explaining subgroup differences through user characteristic antecedents. The implications for app providers and policymakers are discussed.

Suggested Citation

  • Henner Gimpel & Tobias Manner-Romberg & Fabian Schmied & Till J. Winkler, 2021. "Understanding the evaluation of mHealth app features based on a cross-country Kano analysis," Electronic Markets, Springer;IIM University of St. Gallen, vol. 31(4), pages 765-794, December.
    • Handle: RePEc:spr:elmark:v:31:y:2021:i:4:d:10.1007_s12525-020-00455-y
    DOI: 10.1007/s12525-020-00455-y
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    3. Zehang Xie & Wu Li & Yunxiang Xie & Lingbo Wang, 2024. "Demand and satisfaction analysis of short health videos among Chinese urban youth: A mixed-methods study based on the KANO model," Palgrave Communications, Palgrave Macmillan, vol. 11(1), pages 1-13, December.
    4. Pal, Shounak & Biswas, Baidyanath & Gupta, Rohit & Kumar, Ajay & Gupta, Shivam, 2023. "Exploring the factors that affect user experience in mobile-health applications: A text-mining and machine-learning approach," Journal of Business Research, Elsevier, vol. 156(C).
    5. Edith Maier & Ulrich Reimer & Nilmini Wickramasinghe, 2021. "Digital healthcare services," Electronic Markets, Springer;IIM University of St. Gallen, vol. 31(4), pages 743-746, December.
    6. Hans Ulrich Buhl & Valerie Graf-Drasch & Christian Wiethe, 2023. "What to say and what to do: the disparity of the communication and investment in sustainability targets, given customer expectations," Journal of Business Economics, Springer, vol. 93(3), pages 485-507, April.
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    More about this item

    Keywords

    Personal health record; Kano model; Privacy concerns; mHealth literacy; mHealth self-efficacy; Adult playfulness;
    All these keywords.

    JEL classification:

    • I10 - Health, Education, and Welfare - - Health - - - General
    • I12 - Health, Education, and Welfare - - Health - - - Health Behavior
    • I18 - Health, Education, and Welfare - - Health - - - Government Policy; Regulation; Public Health
    • M3 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising
    • O3 - Economic Development, Innovation, Technological Change, and Growth - - Innovation; Research and Development; Technological Change; Intellectual Property Rights

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