Modelling the impact of mHealth service quality on satisfaction, continuance and quality of life
Modelling the impact of mHealth service quality on satisfaction, continuance and quality of life
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DOI：
10.1080/0144929x.2012.745606
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发表时间：
2013-12-01
影响因子：
3.7
通讯作者：
Hani, Umme
中科院分区：
文献类型：
--
作者：
Akter, Shahriar;D'Ambra, John;Hani, Umme
了解服务质量对经济和社会结果的影响对于扩展IT服务研究的重点至关重要。这项研究使用跨学科的方法评估了质量在移动健康的这两个维度上的影响。该概念模型植根于传统的认知-情感-意念链，但明确将便利、信心、合作、关怀和关心作为mHealth质量的主要维度。该模型在企业对消费者移动健康服务的环境中使用偏最小二乘路径建模进行了验证。研究结果证实，服务质量对持续意愿(即经济结果)和生活质量(即社会结果)具有直接和间接影响。在这种关系中，满意度起着关键的中介作用，而服务质量没有任何调节作用。研究表明，通过将服务质量与满意度、持续意图和生活质量联系起来，可以扩大和维持这一新的医疗保健范例。
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.