The effect of mobile health service quality on user satisfaction and continual usage

This paper assesses the level of mobile health service quality and its effect on user satisfaction and continual usage among selected maternal healthcare users in rural Ghana. A purposive sampling method is deployed to select 305 respondents. Structural equation modelling technique is used to analyse an mHealth service quality model. Among the three dimensions of mHealth service quality, only interaction quality is significant on user satisfaction while all the three mHealth service quality dimensions were found to have a positive impact on continual usage. A positive effect of satisfaction on continual usage exists and perceived monetary cost moderates the effect. The study suggests that service providers should empower their personnel through the provision of periodic training on good customer relations. This paper contributes to the understanding of service quality issues in mHealth services for maternal healthcare delivery with insights for other sectors.

Automated summary

The study found that interaction quality affects user satisfaction, while all dimensions of mHealth service quality have a positive impact on continual usage. Satisfaction has a positive effect on continual usage, and perceived cost moderates this effect.