Mobile fitness application quality analysis: KANO model satisfaction or dissatisfaction

The mobile health market is expected to continue to grow that will make it harder for mobile application developer to compete. One of the most popular types of mobile health application is health and fitness applications. This application aims to modify user behavior; therefore, it requires user to use the system continuously in relatively longer period of time to effectively change user behavior. Thus, user satisfaction is essential and must be maintained to reach this goal. This study aims to define the mobile health application qualities that would influence user satisfaction level. Developer can priorities the most influential qualities when building their application. Quality dimensions would be explored by literature review and Google Play Store review and categorised using DeLone McLean IS Success Model. We identified 12 quality dimension that will furthered analysed using Kano Model. The data collecting was conducted with online form with 12 pairs of Kano two-dimensional questionnaires (n = 115). The results show that the important qualities of mobile health application are Privacy, Availability, Reliability, Ease of Use, Accuracy and Responsiveness, lack of these qualities would cause dissatisfaction from user. The developer might also consider to improve user interface and usefulness of the application to increase user satisfaction even though these qualities would not cause much of dissatisfaction.