Alzahrani, AI, Al-Samarraie, H orcid.org/0000-0002-9861-8989, Eldenfria, A et al. (2 more authors) (2022) Users’ intention to continue using mHealth services: A DEMATEL approach during the COVID-19 pandemic. Technology in Society, 68. 101862. ISSN 0160-791X
Abstract
The coronavirus disease 2019 (COVID-19) has changed the way we use and perceive online services. This study examined the influence of service quality factors during COVID-19 on individuals' intention to continue use mHealth services. A decision-making trial and evaluation laboratory (DEMATEL) approach was used to identify and analyse the relationships between service quality and individuals' intention to continue use mHealth during the COVID-19 pandemic. Individuals' direct, indirect, and interdependent behaviours in relation to service quality and continues use of mHealth were studied. A total of 126 respondents were involved in this study. The results identified several associations between service quality factors and individuals' continuous use of mHealth. The most important factor found to influence users’ decision to continuously use mHealth was assurance, followed by hedonic benefits, efficiency, reliability, and content quality. The relevant cause-and-effect relationships were identified and the direction for quality improvement was discussed. The outcomes from this study can support healthcare policy makers to swiftly and widely respond to COVID-19 challenges. The findings provide fundamental insights for healthcare organisations to promote continuous use of mHealth among people by prioritising service improvements.
Metadata
Item Type: | Article |
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Authors/Creators: |
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Copyright, Publisher and Additional Information: | © 2022 Elsevier Ltd. All rights reserved. This is an author produced version of an article published in Technology in Society. Uploaded in accordance with the publisher's self-archiving policy. |
Keywords: | mHealth; COVID-19; Service quality; Continuous intention; DEMATEL |
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 12:59 |
Last Modified: | 04 Jan 2024 01:13 |
Status: | Published |
Publisher: | Elsevier |
Identification Number: | 10.1016/j.techsoc.2022.101862 |
Related URLs: | |
Open Archives Initiative ID (OAI ID): | oai:eprints.whiterose.ac.uk:187118 |
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