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 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.     

Modelling the impact of mHealth service quality on satisfaction,continuance and quality of life

Understanding the impact of service quality on economic and social outcomes is critical to extend the focus of IT service research. This study evaluates the impact of quality on both these dimensions in mHealth using a cross disciplinary approach. The conceptual model is rooted in the traditional cognition–affective–conation chain but explicitly incorporates convenience, confidence, cooperation, care and concern as the primary dimensions of mHealth quality. The model is validated in the context of a business-to-consumer mHealth services using partial least squares path modelling. The results confirm that service quality has both direct and indirect impact on continuance intentions (i.e. economic outcome) and quality of life (i.e. social outcome). In this relationship, satisfaction plays the key mediating role, whereas service quality does not have any moderating effect. Research implications point to scale and sustain this new healthcare paradigm by linking service quality to satisfaction, continuance intentions and quality of life.     

The relationships among service quality,perceived value,customer satisfaction,and post-purchase intention in mobile value-added services

The purposes of this study are to construct an instrument to evaluate service quality of mobile value-added services and have a further discussion of the relationships among service quality, perceived value, customer satisfaction, and post-purchase intention. Structural equation modeling and multiple regression analysis were used to analyze the data collected from college and graduate students of 15 major universities in Taiwan. The main findings are as follows: (1) service quality positively influences both perceived value and customer satisfaction; (2) perceived value positively influences on both customer satisfaction and post-purchase intention; (3) customer satisfaction positively influences post-purchase intention; (4) service quality has an indirect positive influence on post-purchase intention through customer satisfaction or perceived value; (5) among the dimensions of service quality, “customer service and system reliability” is most influential on perceived value and customer satisfaction, and the influence of “content quality” ranks second; (6) the proposed model is proven with the effectiveness in explaining the relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile added-value services.     

Continuance of mHealth services at the bottom of the pyramid: the roles of service quality and trust

Continued usage of information systems (or, IS continuance) has proven to be a critical success parameter for ICT implementation at the top of the global economic pyramid. However, there are few studies which have explored continued IS usage at the bottom of the economic pyramid (BOP) though it represents the majority of the world’s population. To fill this knowledge gap, this study develops an mHealth continuance model at the BOP framing the impact of two post adoption expectation beliefs (i.e., perceived service quality and perceived trust). This study extends ECM (expectation confirmation model) perspective synthesizing the extant literature on continued IS usage, service quality and consumer trust. The proposed model was empirically tested within the context of mHealth (mobile health) services at the BOP, applying PLS (partial least squares) under a cross sectional study. The findings confirm that both perceived service quality and perceived trust have significant explanatory power under an integrated ECM providing superior prediction of continuance intentions. The study concludes by discussing conceptual contributions, practical implications, limitations and future research directions.     

Connection between customer emotions and relationship quality in online music services

Previous research focuses primarily on studying the influence of emotions on satisfaction in online music services, whereas few studies analyse their effects on trust and commitment. This study specifically examines the interaction role of emotions in relationship quality (i.e. a higher-order construct composed of commitment, satisfaction and trust). We hypothesise that emotions will exert a direct effect on relationship quality, but will also moderate the relationship between its components. An empirical survey is used to test the hypotheses. Data are collected from a total of 408 users of online music services from the UK, Germany and Denmark. The results provide strong support for the proposals that, on the one hand, satisfaction and trust lead customers towards developing high commitment to online music services; and, on the other hand, emotions are important quasi-moderators to engage in online service relationships. The results of this study could help online music service providers (a) to create a successful business model; and (b) to determine the main drivers of online loyalty.     

Understanding the consequences of information systems service quality on IS service reuse

IS researchers have normally assumed that satisfaction is the key factor influencing IS customers’ reuse of services; however, a focus on customer satisfaction does not always guarantee customer retention. We synthesized customer satisfaction and dissatisfaction models from prior service quality research to provide a comprehensive model predicting the behavioral intentions of customers to reuse IS services. Five research hypotheses were empirically tested by using a field study of 263 users of an IS service department. Our findings placed IS service quality in a causal network leading to IS service reuse and highlighted the relative importance that service quality value played in predicting behavioral intention to reuse the service.     

物联网环境下基于用户满意度的实时调度算法

随着3G网络和移动技术的发展,物联网已经深入到人们的工作和生活中,提供无所不在的服务。用户作为服务对象,以追求满意的高品质服务为目标,对服务具有选择权,对服务品质具有最直接、最重要的评判权。系统作为服务提供者,其服务品质取决于每个用户的满意度。因此,如何通过调度算法合理分配系统资源,让每个用户获得满意度更高的服务,成为了研究的重点。首先,构建个人满意度和系统满意度的评价标准;其次,依据用户期望的服务水平,为任务分配优先级;最后,通过反馈调节机制来调整任务优先级的分配,让更多用户对服务满意。实验表明,物联网环境下基于用户满意度的实时调度算法能够根据用户的需求,为用户提供满意的差别化服务,并提高系统满意度。     

Comprehensive understanding of smart product service system from multi-dimension and multi-perspective: An innovative service model for Customer-product Interaction Life Cycle (CILC)

With the improvement of living standards and the rapid development of the Internet, customers gradually pursue personalized smart products and services. Traditional smart product service system is mainly aimed at the service of customers and products in one or several interactive links. Furthermore, in the mass personalization model, in order to give full play to the customer experience and participation satisfaction, it is necessary to study the smart product service system based on the interaction between customers and products. However, there is a gap in the research on integrating the whole life cycle of customer-product interaction. In order to meet this industrial need, the innovation of this paper is to construct an innovative service model for Customer-product Interaction Life Cycle (CILC) and analyse the service impact factors and countermeasures using fuzzy DEMATEL method. The study can provide enterprises with the top-level framework and decision-making of smart product service system based on CILC, and realize the effective integration, expansion and value-added of service resources. At the same time, the application of this research methods can shorten the distance between customers and products, improve customer satisfaction.     

Assessing the effects of service quality and justice on customer satisfaction and the continuance intention of mobile value-added services: An empirical test of a multidimensional model

Understanding the antecedents and consequences of customer satisfaction in the mobile communications market is important. This study explores the effects of service quality and justice on customer satisfaction, which, in turn, affects continuance intention of mobile services. Service quality, justice and customer satisfaction were measured by multiple dimensions. A research model was developed based on this multidimensional approach and was empirically examined with data collected from about one thousand users of mobile value-added services in China. Results show that all three dimensions of service quality (interaction quality, environment quality and outcome quality) have significant and positive effects on cumulative satisfaction while only one dimension of service quality (interaction quality) has a significant and positive effect on transaction-specific satisfaction. Besides procedural justice, the other two dimensions of justice (distributive justice and interactional justice) significantly influence both transaction-specific satisfaction and cumulative satisfaction. Furthermore, both types of customer satisfaction have significant and positive effects on continuance intention. Implications for research and practice are discussed.     

Technology-Based Service Encounters Using Self-Service Technologies in the Healthcare Industry

Although there have been studies discussing the influence of technology-based services on the overall service efficiency and quality of organizations in various industries, very little effort has been devoted to investigating this issue in the healthcare industry. Hospital image is considered to be a crucial factor influencing patients' choice of hospitals, but few studies specifically examine its association with technology-based services. By consulting the model of the European Customer Satisfaction Index, a research model for evaluating the impact of the use of technology-based services on hospital image, patient satisfaction, and patient loyalty in the healthcare industry is developed and examined in this study using survey data collected from 738 patients at two medical centers with an online appointment system. The research results confirm the importance of providing quality, technology-based services in enhancing hospital image, patient satisfaction, and patient loyalty. The implications of this research and suggestions for future work are also discussed.     

Effect of trust level on mobile banking satisfaction: a multi-group analysis of information system success instruments

Mobile banking is increasingly being used for banking service applications. However, few empirical studies have been conducted on mobile banking services. Therefore, the current study focuses on whether or not trust in mobile banking influences the relationship between customer satisfaction and perceptions of the system quality, information quality and information presentation of mobile banking. Using the partial least squares approach, the analysis reveals that information quality and system quality influence customer satisfaction, whereas information presentation does not have an effect on customer satisfaction. Moreover, the research model articulates how perceptions of the system quality, information quality and information presentation of mobile banking moderated by trust influence customer satisfaction with this type of service.     

Impact of using social network services on workplace ostracism,job satisfaction,and innovative behaviour

Research has found workplace ostracism to negatively impact workplace attitudes and behaviours such as job satisfaction, organisational citizenship behaviour, and job performance. However, research investigating beyond the direct effects of workplace ostracism and findings about boundary conditions for mitigating the negative effects of workplace ostracism are limited in organisational studies. In this regard, this study explored the mediating effects of job satisfaction on the relationship between workplace ostracism and innovative behaviour and the moderating effects of social networking services for work-related purposes for the relationship between workplace ostracism and job satisfaction. The two-wave study consisted of 237 full-time employees in large organisations in South Korea. The hierarchical regression analyses resulted in job satisfaction to mediate the relationship between workplace ostracism and innovative behaviour and social network service to significantly moderate the relationship between workplace ostracism and job satisfaction. Moreover, mediated moderation was found for the study model, which further suggests that using social network services for work-related purposes had indirect effects on innovative behaviour.     

智慧城市中QOE感知服务组合策略的研究

无线传感器的发展和物联网技术的应用,配有物联网的设备正以一种全新的“智能终端服务”的形式进入人类生活,要想在复杂冗余的物联网环境中寻得满足不同用户需求的服务,需要考虑服务组合的概念。为此,在对传统服务组合研究方法深入分析的基础上,提出了智慧城市的服务组合选择策略。首先根据物联网应用服务的多样性,通过改进蚁群算法获得用户对服务的偏好顺序,然后使用层次化QOE评价模型量化客户体验质量,进而选出最优服务组合提供给用户。根据提出的服务组合策略,给出服务选择具体的实施流程,通过仿真模拟表明基于改进蚁群算法的服务组合策略在服务选择问题上具有一定的推广价值。     

On the way to understanding binge watching behavior: the over-estimated role of involvement

Watching television shows using online television streaming services, such as Netflix, Hulu, and Youku, has mushroomed in the recent years. Along with these services, binge watching, defined as an act of consuming more than one episode of a television show in quick succession, has become a widespread behavior. Yet, it has received very little attention from academics. This study conceptualizes binge watching and examines its effect on satisfaction. We present binge watching as a two-dimensional system usage concept, including behavioral and cognitive involvement components. Using these components, we then study their impact on user satisfaction. We test our explorative approach with a sample of 227 respondents using Partial Least Squares modeling. The results support heterogeneous view of online television streaming service use. That is, involvement with binge watching is over-estimated and does not define user satisfaction. Our study contributes to online consumer behavior research as well as the information systems literature by investigating binge watching as a distinct form of technology use.     

Examining Postadoption Usage of Mobile Services From a Dual Perspective of Enablers and Inhibitors

Users' postadoption usage is crucial to the success of mobile service providers. From a dual perspective, this research examined the effects of trust, satisfaction as enablers, and switching barrier as inhibitors on the postadoption usage of mobile services. A survey was used to collect data, and data analysis was conducted with structural equation modeling. The results indicated that trust, satisfaction, and switching barrier have significant effects on the postadoption usage. In addition, service quality and perceived value strongly affect trust and satisfaction, whereas switching cost determines switching barrier. These results advance our understanding of mobile users' postadoption usage as extant research has focused on using a single perspective of enablers such as perceived usefulness to examine mobile user behavior.     

The effect of online social value on satisfaction and continued use of social media

Social media offers customers a unique service value proposition. Recognizing service value as a pivotal concept, this study develops an aggregate construct of online social value, whereby customers evaluate utilitarian and hedonic benefits relative to what they must sacrifice in effort and risk in deriving a value calculation of online social networking services which predicts satisfaction and continued use of online social media, such as Facebook. By empirically testing a model that explains online social value, this research contributes to information systems (IS) theory by introducing a customer value perspective in the social media context and helps service providers by identifying factors predicting satisfaction and continued use that might be employed to improve offerings to keep customers coming back.     

The clinic-level perspective on mHealth implementation: a South African case study

ABSTRACT

This exploratory investigation presents a case study of the deployment of an mHealth service in established public clinics, and assesses the findings using Activity Theory. We contribute to the limited empirical research on mHealth implementation in established public facilities, and build on work on the use of Activity Theory to frame investigations of ICT4D interventions.

The study investigates the perspective of clinic staff responsible for registering women for a free maternal health messaging service. Open-ended interviews and observation sessions were used to reveal staff experiences of the implementation, and their work practices. Activity Theory analysis was adopted to help interpret the data, and identify likely dynamics leading to these specific practices.

Some themes that emerged were the hierarchical nature of the medical profession and implications for task shifting, the influence of technical design choices on use patterns and issues arising from the developing-country context.     

Examining the integrated influence of fairness and quality on learners' satisfaction and Web-based learning continuance intention

Abstract.  As with any other information system (IS), the success of Web-based learning depends largely on user satisfaction and other factors that eventually increase users' intentions to continue using the service (continuance intention). This research integrates the IS success model and fairness theory to construct a model for investigating the motivations behind learners' intentions to continue using Web-based learning. Our model theorizes that the three dimensions of quality (i.e. information, system and service) and the three dimensions of fairness (i.e. distributive, procedural and interactional) affect learners' satisfaction. We also argue that satisfaction and the three dimensions of fairness will influence learners' intention to continue using Web-based learning. The hypothesized model is validated empirically using data collected from 289 learners of a Web-based learning service. The results show that information quality, system quality, system use, distributive fairness and interactional fairness exhibit significant positive effects on satisfaction. Also, procedural fairness and satisfaction play significant roles in shaping learners' intention to continue using Web-based learning.     

The satisfaction of healthcare consumers: analysis and comparison of different methodologies

Patient satisfaction and the factors influencing it are becoming a significant concern for health organizations and patients around the world. This study evaluates patients' satisfaction regarding the inpatient service while tackling the existent literature gap on which method best suits the patient satisfaction analysis. We perform a methodological comparison (using factor analysis, structural equation modeling, ordinal logistic regression (OLR), and multicriteria satisfaction analysis (MUSA)) to contrast the different results from different methodologies. After implementing the methods, we concluded that, out of the eleven analyzed factors, seven influence satisfaction: accommodations, auxiliary staff, exams and treatments, medical staff, food quality, volunteering staff, and obtained information. Three were consistent for structural equation modeling and OLR: accommodations, exams and treatments, and health services. The outputs of MUSA were not compatible with the other methods. However, we concluded that the MUSA method is a good option when dealing with patient satisfaction studies since it provides insightful outputs that facilitate managers' decision making and improve the provider's performance efficiency.