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How to Improve Users’ Loyalty to Smart Health Devices? The Perspective of Compatibility

Author

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  • Xin Liao

    (Economics and Management School, Wuhan University, Wuhan 430072, China
    Co-first author, these authors contributed equally to this work.)

  • Dongming Wu

    (Economics and Management School, Wuhan University, Wuhan 430072, China
    Co-first author, these authors contributed equally to this work.)

  • Qianqian Zhang

    (China Academy of Information and Communications Technology, Beijing 100191, China)

  • Ge Han

    (Economics and Management School, Wuhan University, Wuhan 430072, China)

Abstract

Despite the explosive growth of smart health devices in recent years, the industry faces serious sustainability challenges. From the perspective of compatibility, this study proposed a theoretical model to help understand the formation of users’ loyalty. Using an online survey method, we collected empirical data from 375 users with experience of smart health devices. The results indicate that compatibility with online health management and compatibility with value positively affect users’ satisfaction, which in turn contributes to users’ loyalty to smart health devices. Meanwhile, both compatibility with online and offline health management have significant impacts on users’ compatibility with value. Finally, the mediation tests suggested that user satisfaction significantly mediates the effects of compatibility with online practice and compatibility with value on loyalty. Theoretically, this study contributes to the literature by investigating the influence of three compatibilities on loyalty and verifying the underlying mechanism linking them. Practically, the findings of this study can provide valuable insights for practitioners to increase consumers’ loyalty.

Suggested Citation

  • Xin Liao & Dongming Wu & Qianqian Zhang & Ge Han, 2021. "How to Improve Users’ Loyalty to Smart Health Devices? The Perspective of Compatibility," Sustainability, MDPI, vol. 13(19), pages 1-17, September.
    • Handle: RePEc:gam:jsusta:v:13:y:2021:i:19:p:10722-:d:644215
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