Evaluation of the Usage Requirements of Hospital Signage Systems Based on the Kano Model

Abstract

This study aimed to determine the quality type and importance ranking of hospital signage systems’ usage requirements using the Kano model. This study collected data from 300 users in three hospitals in Guangzhou and evaluated 32 metrics of hospital signage systems. The Kano model questionnaire was used to analyze the quality type of each demand indicator, and the better–worse coefficient was used to calculate the sensitivity and importance ranking of the demand. Of the 32 attributes evaluated by participants, 4 are must-be quality (M), 4 are one-dimensional quality (O), 12 are attractive quality (A), and 12 are indifferent quality (I). The results of this study suggest that the presence of most of the evaluated attributes is associated with maintaining a level of user satisfaction, and the lack of these attributes causes user dissatisfaction. There is a strong demand for basic usage functions and an easy-to-use hospital signage system. In addition, users often wish to add and improve signage functions and have greater expectations for the inclusion of features such as digital intelligence and regional culture in this study. The results of this study show that the Kano model can better derive the user requirements for hospital signage systems and can promote the improvement of hospital signage systems in a more targeted manner, according to the quality type and importance of requirements, providing a research basis for the sustainable development of healthcare services.