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

被引：84

作者：

Akter, Shahriar ^{[1
]}

D'Ambra, John ^{[2
]}

Ray, Pradeep ^{[2
]}

Hani, Umme ^{[3
]}

机构：

[1] Univ Wollongong, Sch Management & Mkt, Wollongong, NSW 2522, Australia

[2] Univ New S Wales, Australian Sch Business, Sydney, NSW 2052, Australia

[3] Univ Western Sydney, Sydney Grad Sch Management, Sydney, NSW 2751, Australia

来源：

BEHAVIOUR & INFORMATION TECHNOLOGY | 2013年 / 32卷 / 12期

关键词：

mHealth; service quality; satisfaction; continuance; quality of life; STRUCTURAL EQUATION MODELS; MULTIPLE-ITEM SCALE; CUSTOMER SATISFACTION; HEALTH-CARE; CONSUMER SATISFACTION; HIERARCHICAL MODEL; REEXAMINATION; CONSEQUENCES; ANTECEDENTS; PERCEPTIONS;

D O I：

10.1080/0144929X.2012.745606

中图分类号：

TP3 [计算技术、计算机技术];

学科分类号：

080201 [机械制造及其自动化];

摘要：

Understanding 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.

引用

页码：1225 / 1241

页数：17

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