IDEAS home Printed from https://ideas.repec.org/a/eee/ininma/v46y2019icp187-197.html
   My bibliography  Save this article

Identification of critical quality dimensions for continuance intention in mHealth services: Case study of onecare service

Author

Listed:
  • Kim, Ki-Hun
  • Kim, Kwang-Jae
  • Lee, Dae-Ho
  • Kim, Min-Geun

Abstract

Mobile health (mHealth) services support the continuous health-related monitoring, feedback, and behavior modification of individuals and populations through the use of personal mobile communication devices. Poor service quality is a major reason why many users have discontinued using mHealth services. However, only a few studies have identified the critical quality components for continuance intention. The current study aims to identify the crucial quality dimensions for users’ continuance intention in an mHealth service called Onecare. This service provides various forms of support for the day-to-day health behavior monitoring of college students by utilizing daily behavior data. In this research, five major quality dimensions of mHealth services, namely, content quality, engagement, reliability, usability, and privacy, were derived from existing studies. The effect of each quality dimension on continuance intention was estimated by analyzing the survey responses of 191 Onecare service users. The quality dimension with the most considerable effect on continuance intention was determined to be engagement followed by content quality and reliability. By contrast, the effects of usability and privacy on continuance intention were insignificant. Furthermore, this study found that the optimal quality management strategy can change depending on the objective, i.e., to increase continuance intention or satisfaction. These results will help mHealth service managers allocate their limited resources to effectively and efficiently improve continuance intention. Future research is required to verify if the findings of this study are generalizable to any population because the sample used in this work was specific to Korean college students.

Suggested Citation

  • Kim, Ki-Hun & Kim, Kwang-Jae & Lee, Dae-Ho & Kim, Min-Geun, 2019. "Identification of critical quality dimensions for continuance intention in mHealth services: Case study of onecare service," International Journal of Information Management, Elsevier, vol. 46(C), pages 187-197.
    • Handle: RePEc:eee:ininma:v:46:y:2019:i:c:p:187-197
    DOI: 10.1016/j.ijinfomgt.2018.12.008
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0268401218303207
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.ijinfomgt.2018.12.008?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Willem, Annick & Buelens, Marc, 2009. "Knowledge sharing in inter-unit cooperative episodes: The impact of organizational structure dimensions," International Journal of Information Management, Elsevier, vol. 29(2), pages 151-160.
    2. Jaewoon Lee & Dongho Kim & Han-Young Ryoo & Byeong-Seok Shin, 2016. "Sustainable Wearables: Wearable Technology for Enhancing the Quality of Human Life," Sustainability, MDPI, vol. 8(5), pages 1-16, May.
    3. Xi Zhang & Xiangda Yan & Xiongfei Cao & Yongqiang Sun & Hui Chen & Jinghuai She, 2018. "The role of perceived e-health literacy in users’ continuance intention to use mobile healthcare applications: an exploratory empirical study in China," Information Technology for Development, Taylor & Francis Journals, vol. 24(2), pages 198-223, April.
    4. Amoroso, Donald & Lim, Ricardo, 2017. "The mediating effects of habit on continuance intention," International Journal of Information Management, Elsevier, vol. 37(6), pages 693-702.
    5. Park, Jungi & Lee, Jungwoo & Lee, Hyejung & Truex, Duane, 2012. "Exploring the impact of communication effectiveness on service quality, trust and relationship commitment in IT services," International Journal of Information Management, Elsevier, vol. 32(5), pages 459-468.
    6. Shahriar Akter & John D'Ambra & Pradeep Ray, 2011. "Trustworthiness in mHealth information services: An assessment of a hierarchical model with mediating and moderating effects using partial least squares (PLS)," Journal of the Association for Information Science & Technology, Association for Information Science & Technology, vol. 62(1), pages 100-116, January.
    7. Xinshu Zhao & John G. Lynch & Qimei Chen, 2010. "Reconsidering Baron and Kenny: Myths and Truths about Mediation Analysis," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 37(2), pages 197-206, August.
    8. Li, Manning & Mao, Jiye, 2015. "Hedonic or utilitarian? Exploring the impact of communication style alignment on user's perception of virtual health advisory services," International Journal of Information Management, Elsevier, vol. 35(2), pages 229-243.
    9. Shahriar Akter & John D'Ambra & Pradeep Ray, 2011. "Trustworthiness in mHealth information services: An assessment of a hierarchical model with mediating and moderating effects using partial least squares (PLS)," Journal of the American Society for Information Science and Technology, Association for Information Science & Technology, vol. 62(1), pages 100-116, January.
    10. Landrum, Hollis & Prybutok, Victor R., 2004. "A service quality and success model for the information service industry," European Journal of Operational Research, Elsevier, vol. 156(3), pages 628-642, August.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Frishammar, Johan & Essén, Anna & Bergström, Frida & Ekman, Tilda, 2023. "Digital health platforms for the elderly? Key adoption and usage barriers and ways to address them," Technological Forecasting and Social Change, Elsevier, vol. 189(C).
    2. Nilashi, Mehrbakhsh & Abumalloh, Rabab Ali & Samad, Sarminah & Alrizq, Mesfer & Alyami, Sultan & Alghamdi, Abdullah, 2023. "Analysis of customers' satisfaction with baby products: The moderating role of brand image," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
    3. Cheng-Kui Huang & Shin-Horng Chen & Chia-Chen Hu & Ming-Ching Lee, 2022. "Understanding the adoption of the mask-supply information platforms during the COVID-19," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(4), pages 2405-2427, December.
    4. Su-Chen(Cecilia) Lin & Mei-Chen Chuang & Chen-Yuan Huang & Chia-En Liu, 2023. "Nursing Staff’s Behavior Intention to Use Mobile Technology: An Exploratory Study Employing the UTAUT 2 Model," SAGE Open, , vol. 13(4), pages 21582440231, November.
    5. Pal, Shounak & Biswas, Baidyanath & Gupta, Rohit & Kumar, Ajay & Gupta, Shivam, 2023. "Exploring the factors that affect user experience in mobile-health applications: A text-mining and machine-learning approach," Journal of Business Research, Elsevier, vol. 156(C).
    6. Wu, Chuanhui & Zhou, Yusheng & Wang, Rui & Huang, Shijing & Yuan, Qinjian, 2022. "Understanding the Mechanism Between IT Identity, IT Mindfulness and Mobile Health Technology Continuance Intention: An Extended Expectation Confirmation Model," Technological Forecasting and Social Change, Elsevier, vol. 176(C).
    7. Perez-Aranda, Javier & González Robles, Eva M. & Alarcón Urbistondo, Pilar, 2023. "Understanding antecedents of continuance and revisit intentions: The case of sport apps," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    8. Sobodić, Aleksandra & Balaban, Igor & Granić, Andrina, 2024. "The impact of usability factors on continuance intention to use the system for acquisition and evaluation of digital competences in the domain of education," Technology in Society, Elsevier, vol. 77(C).
    9. Alzahrani, Ahmed Ibrahim & Al-Samarraie, Hosam & Eldenfria, Atef & Dodoo, Joana Eva & Alalwan, Nasser, 2022. "Users’ intention to continue using mHealth services: A DEMATEL approach during the COVID-19 pandemic," Technology in Society, Elsevier, vol. 68(C).
    10. Hu, Qian & Pan, Zhao, 2023. "Can AI benefit individual resilience? The mediation roles of AI routinization and infusion," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Nymatul Jannat Nipa, 2024. "Successful Information and Communication Technology (ICT) Implementation in Readymade Garments factories in Bangladesh: Case Studies of SQUARE Fashions PLC and Nothern Toshrifa Group Limited, Banglade," International Business Research, Canadian Center of Science and Education, vol. 17(4), pages 1-79, August.
    2. Gupta, Prashant & Seetharaman, A. & Raj, John Rudolph, 2013. "The usage and adoption of cloud computing by small and medium businesses," International Journal of Information Management, Elsevier, vol. 33(5), pages 861-874.
    3. Sheng, Margaret L. & Natalia, Natalia & Hsieh, C.Y., 2022. "Reconceptualizing value creation: Exploring the role of goal congruence in the Co-creation process," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
    4. Ming Yang & Jinglu Jiang & Melody Kiang & Fangyun Yuan, 2022. "Re-Examining the Impact of Multidimensional Trust on Patients’ Online Medical Consultation Service Continuance Decision," Information Systems Frontiers, Springer, vol. 24(3), pages 983-1007, June.
    5. Alam, Mohammad Zahedul & Hu, Wang & Kaium, Md Abdul & Hoque, Md Rakibul & Alam, Mirza Mohammad Didarul, 2020. "Understanding the determinants of mHealth apps adoption in Bangladesh: A SEM-Neural network approach," Technology in Society, Elsevier, vol. 61(C).
    6. Hedaya Abusafiya & Saad Suliman, 2017. "Causes and Effects of Cost Overrun on Construction Project in Bahrain: Part 2 (PLS-SEM Path Modelling)," Modern Applied Science, Canadian Center of Science and Education, vol. 11(7), pages 1-28, July.
    7. Fatih Özcan & Meral Elçi, 2020. "Employees’ Perception of CSR Affecting Employer Brand, Brand Image, and Corporate Reputation," SAGE Open, , vol. 10(4), pages 21582440209, November.
    8. Rasoolimanesh, S. Mostafa & Jaafar, Mastura & Ahmad, A. Ghafar & Barghi, Rabeeh, 2017. "Community participation in World Heritage Site conservation and tourism development," Tourism Management, Elsevier, vol. 58(C), pages 142-153.
    9. Ranjan Chaudhuri & Sheshadri Chatterjee & Demetris Vrontis & Alkis Thrassou, 2024. "Adoption of robust business analytics for product innovation and organizational performance: the mediating role of organizational data-driven culture," Annals of Operations Research, Springer, vol. 339(3), pages 1757-1791, August.
    10. Chee-Hua Chin & May-Chiun Lo & T. Ramayah, 2013. "Market Orientation and Organizational Performance," SAGE Open, , vol. 3(4), pages 21582440135, November.
    11. May-Chiun Lo & T. Ramayah & Helen Lee Hui Hui, 2014. "Rural Communities Perceptions and Attitudes towards Environment Tourism Development," Journal of Sustainable Development, Canadian Center of Science and Education, vol. 7(4), pages 1-84, July.
    12. Motamarri, Saradhi & Akter, Shahriar & Hossain, Md Afnan & Dwivedi, Yogesh K, 2022. "How does remote analytics empowerment capability payoff in the emerging industrial revolution?," Journal of Business Research, Elsevier, vol. 144(C), pages 1163-1174.
    13. Jaafar, Mastura & Noor, Shuhaida Md & Rasoolimanesh, S. Mostafa, 2015. "Perception of young local residents toward sustainable conservation programmes: A case study of the Lenggong World Cultural Heritage Site," Tourism Management, Elsevier, vol. 48(C), pages 154-163.
    14. Yan, Min & Filieri, Raffaele & Raguseo, Elisabetta & Gorton, Matthew, 2021. "Mobile apps for healthy living: Factors influencing continuance intention for health apps," Technological Forecasting and Social Change, Elsevier, vol. 166(C).
    15. Akter, Mansura & Akter, Shahriar & Rahman, Mahfuzur & Priporas, Constantinos Vasilios, 2023. "Mapping the barriers to socio-economic freedom in internationalisation of women-owned SMEs: Evidence from a developing country," Journal of International Management, Elsevier, vol. 29(6).
    16. Tsou, Hung-Tai & Hsu, Sheila Hsuan-Yu, 2015. "Performance effects of technology–organization–environment openness, service co-production, and digital-resource readiness: The case of the IT industry," International Journal of Information Management, Elsevier, vol. 35(1), pages 1-14.
    17. Chatterjee, Sheshadri & Chaudhuri, Ranjan & Thrassou, Alkis & Vrontis, Demetris, 2022. "Social network games (SNGs) addiction: Psychological dimensions and impacts on life quality and society," Technological Forecasting and Social Change, Elsevier, vol. 177(C).
    18. Syed Shah Alam & Mohd Fairuz Md Salleh & Mohammad Masukujjaman & Mohammed Emad Al-Shaikh & Nurkhalida Makmor & Zafir Khan Mohamed Makhbul, 2022. "Relationship between Entrepreneurial Orientation and Business Performance among Malay-Owned SMEs in Malaysia: A PLS Analysis," Sustainability, MDPI, vol. 14(10), pages 1-16, May.
    19. Yuanyuan Cao & Junjun Li & Xinghong Qin & Baoliang Hu, 2020. "Examining the Effect of Overload on the MHealth Application Resistance Behavior of Elderly Users: An SOR Perspective," IJERPH, MDPI, vol. 17(18), pages 1-23, September.
    20. Wang, Wei-Tsong & Ou, Wei-Ming & Chen, Wen-Yin, 2019. "The impact of inertia and user satisfaction on the continuance intentions to use mobile communication applications: A mobile service quality perspective," International Journal of Information Management, Elsevier, vol. 44(C), pages 178-193.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:ininma:v:46:y:2019:i:c:p:187-197. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: https://www.journals.elsevier.com/international-journal-of-information-management .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.