Abstract

This study reports on an exploratory investigation of quality criteria classification of informational health websites using the Kano model. The results showed that quality features are of three types: (i) basic features which are the minimal requirements the consumers expect; (ii) performance features, which are the ones that maximize the consumers satisfaction with the health website; and (iii) the exciting features which are the delighters, the consumers do not consciously expect. The findings indicate that providing accessible website with high quality content that are friendly usable and trustworthy are basic quality features. On the other hand, features of visually appealing website, and human and/or automated feedback mechanisms are performance features that maximize the consumers satisfaction. Developing a health website that incorporates culturally-appropriate materials and employs interactive learning tools such as simulation or puzzles delights consumers and makes the website a leader in it space.

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Understanding the Quality of Informational Health Websites: The Application of the Kano Model

This study reports on an exploratory investigation of quality criteria classification of informational health websites using the Kano model. The results showed that quality features are of three types: (i) basic features which are the minimal requirements the consumers expect; (ii) performance features, which are the ones that maximize the consumers satisfaction with the health website; and (iii) the exciting features which are the delighters, the consumers do not consciously expect. The findings indicate that providing accessible website with high quality content that are friendly usable and trustworthy are basic quality features. On the other hand, features of visually appealing website, and human and/or automated feedback mechanisms are performance features that maximize the consumers satisfaction. Developing a health website that incorporates culturally-appropriate materials and employs interactive learning tools such as simulation or puzzles delights consumers and makes the website a leader in it space.