PDF(Pubmed)
Abstract：
The coronavirus disease 2019 (COVID-19) has changed the way we use and perceive online services. This study examined the influence of service quality factors during COVID-19 on individuals\' intention to continue use mHealth services. A decision-making trial and evaluation laboratory (DEMATEL) approach was used to identify and analyse the relationships between service quality and individuals\' intention to continue use mHealth during the COVID-19 pandemic. Individuals\' direct, indirect, and interdependent behaviours in relation to service quality and continues use of mHealth were studied. A total of 126 respondents were involved in this study. The results identified several associations between service quality factors and individuals\' continuous use of mHealth. The most important factor found to influence users\' decision to continuously use mHealth was assurance, followed by hedonic benefits, efficiency, reliability, and content quality. The relevant cause-and-effect relationships were identified and the direction for quality improvement was discussed. The outcomes from this study can support healthcare policy makers to swiftly and widely respond to COVID-19 challenges. The findings provide fundamental insights for healthcare organisations to promote continuous use of mHealth among people by prioritising service improvements.
摘要：
2019年冠状病毒病（COVID-19）改变了我们使用和感知在线服务的方式。本研究调查了COVID-19期间服务质量因素对个体继续使用移动医疗服务意愿的影响。使用决策试验和评估实验室（DEMATEL）方法来识别和分析服务质量与个人在COVID-19大流行期间继续使用mHealth的意愿之间的关系。个人直接，间接，研究了与服务质量和mHealth的持续使用有关的相互依存行为。共有126名受访者参与了这项研究。结果确定了服务质量因素与个人持续使用mHealth之间的几个关联。发现影响用户持续使用mHealth的决定的最重要因素是保证，其次是享乐的好处，效率,可靠性,和内容质量。确定了相关的因果关系，并讨论了质量改进的方向。这项研究的结果可以支持医疗保健政策制定者迅速和广泛地应对COVID-19挑战。这些发现为医疗机构提供了基本见解，以通过优先改善服务来促进人们对mHealth的持续使用。
