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Development and validation of an instrument to measure user perceived service quality of mHealth

Journal Article


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Abstract


  • 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.

Authors


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

Publication Date


  • 2013

Citation


  • Akter, S., D'Ambra, J. & Ray, P. (2013). Development and validation of an instrument to measure user perceived service quality of mHealth. Information and Management, 50 (4), 181-195.

Scopus Eid


  • 2-s2.0-84876372135

Ro Full-text Url


  • http://ro.uow.edu.au/cgi/viewcontent.cgi?article=1111&context=buspapers

Ro Metadata Url


  • http://ro.uow.edu.au/buspapers/109

Number Of Pages


  • 14

Start Page


  • 181

End Page


  • 195

Volume


  • 50

Issue


  • 4

Place Of Publication


  • http://www.journals.elsevier.com/information-and-management/

Abstract


  • 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.

Authors


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

Publication Date


  • 2013

Citation


  • Akter, S., D'Ambra, J. & Ray, P. (2013). Development and validation of an instrument to measure user perceived service quality of mHealth. Information and Management, 50 (4), 181-195.

Scopus Eid


  • 2-s2.0-84876372135

Ro Full-text Url


  • http://ro.uow.edu.au/cgi/viewcontent.cgi?article=1111&context=buspapers

Ro Metadata Url


  • http://ro.uow.edu.au/buspapers/109

Number Of Pages


  • 14

Start Page


  • 181

End Page


  • 195

Volume


  • 50

Issue


  • 4

Place Of Publication


  • http://www.journals.elsevier.com/information-and-management/