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A Quality Function Deployment Framework for the Service Quality of Health Information Websites

OBJECTIVES: This research was conducted to identify both the users' service requirements on health information websites (HIWs) and the key functional elements for running HIWs. With the quality function deployment framework, the derived service attributes (SAs) are mapped into the suppliers...

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Autores principales: Chang, Hyejung, Kim, Dohoon
Formato: Texto
Lenguaje:English
Publicado: The Korean Society of Medical Informatics 2010
Materias:
Acceso en línea:https://www.ncbi.nlm.nih.gov/pmc/articles/PMC3089842/
https://www.ncbi.nlm.nih.gov/pubmed/21818418
http://dx.doi.org/10.4258/hir.2010.16.1.6
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author Chang, Hyejung
Kim, Dohoon
author_facet Chang, Hyejung
Kim, Dohoon
author_sort Chang, Hyejung
collection PubMed
description OBJECTIVES: This research was conducted to identify both the users' service requirements on health information websites (HIWs) and the key functional elements for running HIWs. With the quality function deployment framework, the derived service attributes (SAs) are mapped into the suppliers' functional characteristics (FCs) to derive the most critical FCs for the users' satisfaction. METHODS: Using the survey data from 228 respondents, the SAs, FCs and their relationships were analyzed using various multivariate statistical methods such as principal component factor analysis, discriminant analysis, correlation analysis, etc. Simple and compound FC priorities were derived by matrix calculation. RESULTS: Nine factors of SAs and five key features of FCs were identified, and these served as the basis for the house of quality model. Based on the compound FC priorities, the functional elements pertaining to security and privacy, and usage support should receive top priority in the course of enhancing HIWs. CONCLUSIONS: The quality function deployment framework can improve the FCs of the HIWs in an effective, structured manner, and it can also be utilized for critical success factors together with their strategic implications for enhancing the service quality of HIWs. Therefore, website managers could efficiently improve website operations by considering this study's results.
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spelling pubmed-30898422011-07-13 A Quality Function Deployment Framework for the Service Quality of Health Information Websites Chang, Hyejung Kim, Dohoon Healthc Inform Res Original Article OBJECTIVES: This research was conducted to identify both the users' service requirements on health information websites (HIWs) and the key functional elements for running HIWs. With the quality function deployment framework, the derived service attributes (SAs) are mapped into the suppliers' functional characteristics (FCs) to derive the most critical FCs for the users' satisfaction. METHODS: Using the survey data from 228 respondents, the SAs, FCs and their relationships were analyzed using various multivariate statistical methods such as principal component factor analysis, discriminant analysis, correlation analysis, etc. Simple and compound FC priorities were derived by matrix calculation. RESULTS: Nine factors of SAs and five key features of FCs were identified, and these served as the basis for the house of quality model. Based on the compound FC priorities, the functional elements pertaining to security and privacy, and usage support should receive top priority in the course of enhancing HIWs. CONCLUSIONS: The quality function deployment framework can improve the FCs of the HIWs in an effective, structured manner, and it can also be utilized for critical success factors together with their strategic implications for enhancing the service quality of HIWs. Therefore, website managers could efficiently improve website operations by considering this study's results. The Korean Society of Medical Informatics 2010-03 2010-03-31 /pmc/articles/PMC3089842/ /pubmed/21818418 http://dx.doi.org/10.4258/hir.2010.16.1.6 Text en © 2010 The Korean Society of Medical Informatics http://creativecommons.org/licenses/by-nc/3.0/ This is an Open Access article distributed under the terms of the Creative Commons Attribution Non-Commercial License (http://creativecommons.org/licenses/by-nc/3.0/) which permits unrestricted non-commercial use, distribution, and reproduction in any medium, provided the original work is properly cited.
spellingShingle Original Article
Chang, Hyejung
Kim, Dohoon
A Quality Function Deployment Framework for the Service Quality of Health Information Websites
title A Quality Function Deployment Framework for the Service Quality of Health Information Websites
title_full A Quality Function Deployment Framework for the Service Quality of Health Information Websites
title_fullStr A Quality Function Deployment Framework for the Service Quality of Health Information Websites
title_full_unstemmed A Quality Function Deployment Framework for the Service Quality of Health Information Websites
title_short A Quality Function Deployment Framework for the Service Quality of Health Information Websites
title_sort quality function deployment framework for the service quality of health information websites
topic Original Article
url https://www.ncbi.nlm.nih.gov/pmc/articles/PMC3089842/
https://www.ncbi.nlm.nih.gov/pubmed/21818418
http://dx.doi.org/10.4258/hir.2010.16.1.6
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