LAUSR

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.