Modelling the impact of mHealth service quality on satisfaction, continuance and quality of life

Abstract

U. (2013). Modelling the impact of mHealth service quality on satisfaction, continuance and quality of life. Behaviour and Information Technology, OnlineFirst 1-17.Modelling the impact of mHealth service quality on satisfaction, continuance and quality of life AbstractUnderstanding the impact of service quality on economic and social outcomes is critical to extend the focus of IT service research. This study evaluates the impact of quality on both these dimensions in mHealth using a cross disciplinary approach. The conceptual model is rooted in the traditional cognition-affective-conation chain but explicitly incorporates convenience, confidence, cooperation, care and concern as the primary dimensions of mHealth quality. The model is validated in the context of a business-to-consumer mHealth services using partial least squares path modelling. The results confirm that service quality has both direct and indirect impact on continuance intentions (i.e. economic outcome) and quality of life (i.e. social outcome). In this relationship, satisfaction plays the key mediating role, whereas service quality does not have any moderating effect. Research implications point to scale and sustain this new healthcare paradigm by linking service quality to satisfaction, continuance intentions and quality of life. Modelling the Impact of mHealth Service Quality on Satisfaction, Continuance and Quality of LifeUnderstanding the impact of service quality on economic and social outcomes is critical to extend the focus of IT service research. This study evaluates the impact of quality on both these dimensions in mHealth using a cross disciplinary approach. The conceptual model is rooted in the traditional cognition -affectiveconation chain but explicitly incorporates convenience, confidence, cooperation, care and concern as the primary dimensions of mHealth quality. The model is validated in the context of a business-to-consumer (B2C) mHealth services using partial least squares (PLS) path modelling. The results confirm that service quality has both direct and indirect impact on continuance intentions (i.e., economic outcome) and quality of life (i.e., social outcome). In this relationship, satisfaction plays the key mediating role, whereas service quality does not have any moderating effect. Research implications point to scale and sustain this new healthcare paradigm by linking service quality to satisfaction, continuance intentions and quality of life.

Extension of TAM by Perceived Interactivity to Understand Usage Behaviors on ACG Social Media Sites

“…We also observed that theories have been employed to study IT continuance use intention, such as TAM [27,28]. To understand the underlying factors that impact technology continuance use, IT continuance use behavior has been examined in research with theories, such as the extended expectation-confirmation model [52], theory of planned behavior [53], unified theory of acceptance and use of technology [54] and the cognition-affection-conation chain [55].…”

Determinants of adoption of mobile health services

“…Even if there are no studies that apply the value perspective to the mobile health context, there were previous works on service quality and users' perceptions of mobile health (e.g. Akter et al, 2013b). Because these works identified functional attributes as salient for mobile health service quality, this current study quantitatively investigates sub-dimensions of functional value in mobile health.…”

“…In an aging and economically developing society, the level of demand for greater quality and wider availability of healthcare services has increased. However, problems such as high costs, uneven quality levels and inequalities in terms of access to healthcare plague the current healthcare industry (Akter et al, 2013b). In this context the rapid growth of information communications technology (ICT) is receiving attention as a potential solution to resolve the issue of limited access to healthcare and to satisfy the need to reduce healthcare costs.…”

“…Mobile health is generally defined as the use of mobile devices to support the delivery of healthcare from a distance in order to monitor and/or improve the health status of users (Akter et al, 2013b). Mobile health services are different from traditional health services, because when successfully implemented they provide ubiquitous access to health services, personalised health solutions, timely health services, location-based information and mobility (Kahn et al, 2010).…”

Strategic Improvement for Quality and Satisfaction of Hospital Information Systems

“…According to the IS success model [9, 16] and other evidence [13, 17, 25], HIS attributes including system quality, information quality, and service quality may prove to be important antecedents of user satisfaction.…”