Satisfaction with and Continuous Usage Intention towards Mobile Health Services: Translating Users’ Feedback into Measurement

Abstract

With advances in information and communication technology and the rapid development of the mobile Internet, mobile health (m-health) management applications (apps) play a key role in modern health assistance programs. However, m-health management apps still face major dilemmas in ensuring user satisfaction and continuous use. Based on resolving the contradiction between the multiple complex and ambiguous demands of users and the limited development resources of companies, this study explores ways to improve user satisfaction and the willingness to sustain m-health management app usage to build efficient and clear m-health management app demand insights and development strategies. This study integrates the advantages of the Kano model and the decision-making trial and evaluation laboratory (DEMATEL) method. From the systematic level, an attribute acquisition-classification-key attribute extraction and influence relationship quantification-hierarchy analytic hierarchy model was built. The research results provide implications for further improvement efforts to consider not only technological capabilities but also effective insights into the attributes that are highly expected by users, thus improving the accuracy of app function positioning and, in turn, enhancing user satisfaction and continuous usage intention. Additionally, the results provide decision-makers in enterprises and relevant research and development (R&D) departments with clear and efficient app requirement relationships and development strategies.

Exploring determinants of formation of cognitive anchors from altruistic messages: A fuzzy DEMATEL approach

“…One of the method’s most unique functions is its ability to construct relational structures among factors. The technique has been used in various research contexts, including consumer behavior, supply chain management, and health promotion [ 8 , 62 , 63 ]. DEMATEL is suitable for solving multiple-factor problems under uncertain situations.…”

Determinants of mobile health (M-Health) application adoption, usage and discontinuity among corporate workers diagnosed with hypertension and diabetes

“…The adoption and continued use of M-Health applications are influenced by a complex interplay of factors. Demographics play a crucial role; age, education, and digital literacy have been identified as determinants of M-Health adoption (Fu et al ., 2023) (Jangle et al ., 2023). Younger individuals with higher educational levels and greater digital competence are more likely to embrace these technologies (Tao et al ., 2023).…”

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

“…A four-quadrant diagram was created based on the better-worse coefficients of the different functional attributes of the hospital signage system in Table 6, as shown in Figure 2. Many attributes are a mixture of various features, and this figure helps to more precisely indicate the must-be and other types of attributes (Fu et al 2023) [54]. There are four functional attributes: A1 (entrance reminder), A7 (departmental guidelines), B1 (layout format), and B4 (signage symbols), located in the lower right corner of the quadrant diagram, and they are must-have qualities.…”

“…To implement the concept, it must be able to meet the complex needs of stakeholders in the healthcare environment [27]. A hospital signage system with both service and product attributes in the healthcare environment is worth evaluating from the perspective of user demand and user satisfaction [41,54].…”