The relationship between quality system factors, satisfaction, monetary cost and continuance intention to use M-health

Alblooshi, Halima Mohammed Murad Karam (2021) The relationship between quality system factors, satisfaction, monetary cost and continuance intention to use M-health. Doctoral thesis, Universiti Teknikal Malaysia Melaka.

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Abstract

Mobile health (M-health) has been recognized as an effective technological driver for the development of health system. It is also the provider for innovative medical care services due to its potential in providing accessibility to relevant health information and increase productivity in health distribution. However, the application of this service is still in its infancy stage and surrounded by many constraints, especially the lack of motivation to use M-health. Despite these challenges, an implementation of M-health in the UAE is believed to be timely and relevant, considering the widespread usage of smart phone and the availability of the broad-band internet connection in the country. It is argued that improving service quality system of M-health is the key driver for user satisfaction and continuance intention to use M-health. However, most of the past studies in quality system are derived from the users’ perspectives that focused on either the objective or subjective measurements of the quality, hence, leading to biases. To fulfil the research gap, this study aimed to investigate the effects of the quality system (both the objective and subjective measurements) on the user satisfaction and continuance intention to use M-health services among diabetic patients in the UAE. The study also examined the mediating effect of user satisfaction on these relationships as well as the moderating role of monetary cost in the user satisfaction and continuance intention relationship. A quantitative research design was employed and survey questionnaire was used in the data collection. Questionnaires were randomly distributed through online to 500 diabetic patients in the Imperial College London Diabetes Centre in Abu Dhabi, and 321 completed responses were received. Smart PLS was used in analysing the data. The findings revealed significant effects of system quality and interaction quality on both continuance intention to use and user satisfaction on M-health, while information quality had significant effect only on user satisfaction but not on continuance intention. The findings also showed that user satisfaction partially mediated the relationship between system quality and interaction quality and continuance intention to use M-health, and fully mediated the relationship between information quality and continuance intention to use M-health. In addition, monetary cost was found to moderate the relationship between user satisfaction and continuance intention to use M-health. This study has succeeded in contributing to the current literature by testing the Information System Success Model (ISSM) and Expectation Confirmation Model (ECM) in a healthcare setting in the UAE. The study concluded with a discussion of the theoretical, methodological and practical contributions, the study limitations as well as suggestions for future research.

Item Type:	Thesis (Doctoral)
Uncontrolled Keywords:	Application software, Development, Mobile apps, Medical technology, Diabetics
Subjects:	Q Science > Q Science (General) Q Science > QA Mathematics
Divisions:	Library > Tesis > IPTK
Depositing User:	F Haslinda Harun
Date Deposited:	29 Sep 2022 12:50
Last Modified:	29 Sep 2022 12:50
URI:	http://eprints.utem.edu.my/id/eprint/26045
Statistic Details:	View Download Statistic

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