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Minimal Human Interaction in Hospitals: Effective Online Registration System Design

Author

Listed:
  • Chin-Feng Lin
  • Yin-Chih Fu
  • Liang-Shiun Lin
  • Chen-Su Fu

Abstract

This study investigated a hospital online registration system using data derived from qualitative and quantitative research and analyzed through the means-end chain (MEC) approach and Kano model. Initial qualitative surveys with 34 interviewees set up the questionnaire items used in a subsequent survey with 376 valid respondents to construct a Kano–MEC hierarchical value map (HVM). HVM depicts the innermost thoughts and cognitive structure of hospital online registration users. Findings showed that offering the functions of right-clicking the registration by department tab or by symptom of a disease and providing outpatients with instant messaging to know the progress of clinic appointment number are the most important features to rapidly improve user satisfaction. Future research may consider following the procedure used in this study to understand the actual needs of users and develop an efficient e-system for them.

Suggested Citation

  • Chin-Feng Lin & Yin-Chih Fu & Liang-Shiun Lin & Chen-Su Fu, 2022. "Minimal Human Interaction in Hospitals: Effective Online Registration System Design," SAGE Open, , vol. 12(3), pages 21582440221, September.
    • Handle: RePEc:sae:sagope:v:12:y:2022:i:3:p:21582440221122695
    DOI: 10.1177/21582440221122695
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    References listed on IDEAS

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    1. Fernando Barrios-Ipenza & Arturo Calvo-Mora & Fernando Criado-García & Walter H. Curioso, 2021. "Quality Evaluation of Health Services Using the Kano Model in Two Hospitals in Peru," IJERPH, MDPI, vol. 18(11), pages 1-19, June.
    2. Cheng-Shih Lin & Mei-Yuan Jeng & Tsu-Ming Yeh, 2018. "The Elderly Perceived Meanings and Values of Virtual Reality Leisure Activities: A Means-End Chain Approach," IJERPH, MDPI, vol. 15(4), pages 1-13, April.
    3. Yeong Sheng Tey & Poppy Arsil & Mark Brindal & Sook Kuan Lee & Chi Teen Teoh, 2020. "Motivation structures of blood donation: a means-end chain approach," International Journal of Health Economics and Management, Springer, vol. 20(1), pages 41-54, March.
    4. Pieters, R. & Baumgartner, H. & Allen, D., 1995. "A means-end chain approach to consumers' goal structures," Other publications TiSEM 7d190b0e-3495-4c5f-8de3-a, Tilburg University, School of Economics and Management.
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