Development and validation of an instrument to measure user perceived service quality of mHealth

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 limita...

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Bibliographic Details
Published in:Information & management 2013-06, Vol.50 (4), p.181-195
Main Authors: Akter, Shahriar, D’Ambra, John, Ray, Pradeep
Format: Article
Language:English
Subjects:
Applied sciences
Biological and medical sciences
Computer science
control theory
systems
Computer systems and distributed systems. User interface
Computerized management (medical records, files, hospital management)
Computerized, statistical medical data processing and models in biomedicine
Continuance intentions
Exact sciences and technology
Health services
Measuring instruments
Medical sciences
Mobile health
Patient satisfaction
PLS path modeling
Quality of service
Satisfaction
Scale development
Service quality
Software
Telemedicine
Validation studies
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Summary: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.
ISSN:0378-7206
1872-7530
DOI:10.1016/j.im.2013.03.001