Journal
INFORMATION & MANAGEMENT
Volume 50, Issue 4, Pages 181-195Publisher
ELSEVIER
DOI: 10.1016/j.im.2013.03.001
Keywords
Service quality; Scale development; Mobile health; Satisfaction; Continuance intentions; PLS path modeling
Funding
- Asia Pacific Ubiquitous Healthcare Research Centre (APuHC), Australia
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The role of service quality in fostering the growth of mHealth services has gained much attention in the academic and practitioner communities. However, empirical research in this area has been beset by inadequate conceptualization and the lack of a validated scale. This study addresses these limitations by theoretically conceptualizing and empirically validating a multidimensional service quality scale in the mHealth context. The findings show that mHealth service quality is a hierarchical, multidimensional, and reflective construct, which consists of three primary dimensions and eight subdimensions. The results also confirm that the mHealth service quality scale is more effective at predicting satisfaction and continuance in a nomological network. (C) 2013 Elsevier B.V. All rights reserved.
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