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

Journal Article


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Abstract


  • 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.

Authors


  •   Akter, Shahriar
  •   Ray, Pradeep (external author)
  •   D'Ambra, John (external author)

Publication Date


  • 2013

Citation


  • Akter, S., Ray, P. & D'Ambra, J. (2013). Continuance of mHealth services at the bottom of the pyramid: the roles of service quality and trust. Electronic Markets, 23 (1), 29-47.

Scopus Eid


  • 2-s2.0-84874113544

Ro Full-text Url


  • http://ro.uow.edu.au/cgi/viewcontent.cgi?article=3966&context=commpapers

Ro Metadata Url


  • http://ro.uow.edu.au/commpapers/2906

Number Of Pages


  • 18

Start Page


  • 29

End Page


  • 47

Volume


  • 23

Issue


  • 1

Place Of Publication


  • http://www.springer.com/business+%26+management/business+information+systems/journal/12525

Abstract


  • 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.

Authors


  •   Akter, Shahriar
  •   Ray, Pradeep (external author)
  •   D'Ambra, John (external author)

Publication Date


  • 2013

Citation


  • Akter, S., Ray, P. & D'Ambra, J. (2013). Continuance of mHealth services at the bottom of the pyramid: the roles of service quality and trust. Electronic Markets, 23 (1), 29-47.

Scopus Eid


  • 2-s2.0-84874113544

Ro Full-text Url


  • http://ro.uow.edu.au/cgi/viewcontent.cgi?article=3966&context=commpapers

Ro Metadata Url


  • http://ro.uow.edu.au/commpapers/2906

Number Of Pages


  • 18

Start Page


  • 29

End Page


  • 47

Volume


  • 23

Issue


  • 1

Place Of Publication


  • http://www.springer.com/business+%26+management/business+information+systems/journal/12525