Alzahrani, AI, Al-Samarraie, H orcid.org/0000-0002-9861-8989, Eldenfria, A et al. (3 more authors) (2022) COVID-19 and people's continued trust in eHealth systems: a new perspective. Behaviour and Information Technology. ISSN 0144-929X
Abstract
Individuals’ use of eHealth services has increased significantly. However, the recent pandemic of coronavirus disease 2019 (COVID-19) has resulted in a significant reallocation of health resources and support. This study investigated the impact of service quality dimensions on individuals’ continued trust in eHealth during COVID-19. A decision-making trial and evaluation laboratory (DEMATEL) approach was used to identify and analyse the causal relationships between service quality dimensions and individuals’ continued trust in eHealth services. A total of 134 eHealth users (78 males and 56 females; aged 29–61 years) responded to the DEMATEL questionnaire. The results showed a variation in the impact of service quality factors on individuals’ continued trust in eHealth services. This study found three core factors (responsiveness, assurance and tangibility) that influence individuals’ continued trust in eHealth services. Other secondary factors (e.g. content quality, reliability, efficiency and hedonic benefits) were found to be primarily influenced by the core factors. The identified relationships in this study can aid the decision-making process of healthcare providers and increase the efficiency of healthcare delivery.
Metadata
Item Type: | Article |
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Authors/Creators: |
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Copyright, Publisher and Additional Information: | © 2022 Informa UK Limited, trading as Taylor & Francis Group. This is an author produced version of an article published in Behaviour and Information Technology. Uploaded in accordance with the publisher's self-archiving policy. |
Keywords: | eHealth; health psychology; health services; trust; service quality; health information technology |
Dates: |
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Institution: | The University of Leeds |
Academic Units: | The University of Leeds > Faculty of Arts, Humanities and Cultures (Leeds) > School of Design (Leeds) |
Depositing User: | Symplectic Publications |
Date Deposited: | 23 May 2022 13:06 |
Last Modified: | 11 May 2023 00:13 |
Status: | Published online |
Publisher: | Taylor & Francis |
Identification Number: | 10.1080/0144929x.2022.2071168 |
Open Archives Initiative ID (OAI ID): | oai:eprints.whiterose.ac.uk:187117 |