Development and validation of an instrument to measure user perceived service quality of mHealth

Abstract

Ray, P. (2013). Development and validation of an instrument to measure user perceived service quality of mHealth. Information and Management, 50 (4), 181-195. Development and validation of an instrument to measure user perceived service quality of mHealth AbstractThe role of service quality in fostering the growth of mHealth services has gained much attention in the academic and practitioner communities. However, empirical research in this area has been beset by inadequate conceptualization and the lack of a validated scale. This study addresses these limitations by theoretically conceptualizing and empirically validating a multidimensional service quality scale in the mHealth context. The findings show that mHealth service quality is a hierarchical, multidimensional, and reflective construct, which consists of three primary dimensions and eight subdimensions. The results also confirm that the mHealth service quality scale is more effective at predicting satisfaction and continuance in a nomological network. Development and Validation of an Instrument to MeasureUser Perceived Service Quality of mHealth Abstract: The role of service quality in fostering the growth of mHealth services has gained much attention in academic and practitioner communities. However, empirical research in this area has been beset by inadequate conceptualization and the lack of a validated scale. This study addresses these limitations by theoretically conceptualizing and empirically validating a multidimensional service quality scale in the mHealth context. The findings show that the mHealth service quality is a hierarchical, multidimensional, and reflective scale, which consists of three primary dimensions and eight subdimensions. The results also confirm that the mHealth service quality scale can better predict satisfaction and continuance in a nomological network.

Scale development: ten main limitations and recommendations to improve future research practices

“…Given its importance, future studies should to consider alpha evaluation as a central point of measurement reliability, and yet, as much as possible, involve the assessment of internal consistency with other measures of reliability. In the sequence of internal consistency, the following methods were identified by this review: test-retest reliability (analysis of the temporal stability; items are applied on two separate occasions, and the scores could be correlated) (e.g., Forbush et al 2013), item-total/inter-item correlation reliability (analysis of the correlation of each item with the total score of the scale or subscales/analysis of the correlation of each item with another item) (e.g., Rodrigues and Bastos 2012), split-half reliability (the scale is split in half and the first half of the items are compared to the second half ) (e.g., Uzunboylu and Ozdamli 2011), and inter-judge reliability (analysis of the consistency between two different observers when they assess the same measure in the same individual) (e.g., Akter et al 2013;DeVellis 2003;Nunnally 1967).…”

“…If cross-sectional methods are used to estimate models whose parameters do in fact vary over time, the resulting estimation may fail to yield statistically valid results, fail to identify the true model parameters, and produce inefficient estimates (Bowen and Wiersema 1999). In this way, different authors (e.g., Akter et al 2013;Boyar et al 2014) recognized that employing instruments at one point in time limits the ability to assess causal relationships. With the goal of remediating these issues and gaining a deeper understanding of the construct of interest, different studies (e.g., Morean et al 2012;Schlosser and McNaughton 2009) suggest conducting a longitudinal study during the scale development.…”

Predicting User Acceptance and Continuance Behaviour Towards Location-based Services: The Moderating Effect of Facilitating Conditions on Behavioural Intention and Actual Use

“…Functionalities such as Internet speed, the closest telecom tower and fit to screen are beyond the scope of individual applications. In general, perceived application quality (PAQ) is associated with particular applications and refers to user perceptions regarding technical levels of performance of LBS applications for two aspects: security and privacy (Lim andTing 2014, Akter, D'Ambra, andRay 2013). Application security is defined as the degree to which LBS applications are perceived to provide security by protecting data and information to ensure transactions without financial loss.…”

Using a Structured Approach to Evaluate ICT4D: Healthcare Delivery in Uganda

“…Delone and McLean (2003) point out that the nature of use -what a system is used for is an important indication of its benefits. Given the increased dependency on remote medical consultancy through phone calls and telemedicine, this study also considered interaction quality in terms of cooperation (Akter et al, 2013). Cooperation is "the willingness of the service provider to help users and deliver prompt service" (Akter et al, 2013 pp.…”