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Understanding the Role of Mobile Internet-Based Health Services on Patient Satisfaction and Word-of-Mouth
With the rapid advancement of Web 2.0 technologies, Internet medicine, and mobile healthcare, the influence of the use of patient-oriented Mobile Internet-based Health Services (MIHS) on patient satisfaction and the electronic word-of-mouth (WOM) of health service agencies is becoming the focus of t...
Autores principales: | , , , , |
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Formato: | Online Artículo Texto |
Lenguaje: | English |
Publicado: |
MDPI
2018
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Materias: | |
Acceso en línea: | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC6164192/ https://www.ncbi.nlm.nih.gov/pubmed/30201921 http://dx.doi.org/10.3390/ijerph15091972 |
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author | Gu, Dongxiao Yang, Xuejie Li, Xingguo Jain, Hemant K. Liang, Changyong |
author_facet | Gu, Dongxiao Yang, Xuejie Li, Xingguo Jain, Hemant K. Liang, Changyong |
author_sort | Gu, Dongxiao |
collection | PubMed |
description | With the rapid advancement of Web 2.0 technologies, Internet medicine, and mobile healthcare, the influence of the use of patient-oriented Mobile Internet-based Health Services (MIHS) on patient satisfaction and the electronic word-of-mouth (WOM) of health service agencies is becoming the focus of the academic research community. Many large hospitals, including some Internet hospitals, have provided various online healthcare service platforms that enable patients to expediently consult with physicians and obtain healthcare services in an online to offline format. The purpose of this study is to analyze the main mechanisms of how the features and users’ experiences of MIHS influenced patient satisfaction and continuous use behaviors of the system to generate additional WOM dissemination behaviors. Based on post-adoption behavior and Expectation Confirmation Model of Information Technology Continuance (ECM-IT), this study conducted an empirical study through data collection from users (patients) from a large hospital providing online healthcare services. A total of 494 pieces of data were collected and analyzed using SmartPLS2.0(SmartPLS GmbH, Hamburg, Gernmany). The results show that: (1) patient satisfaction with MIHS and their intentions to continue use of MIHS have significantly positive influences on WOM; (2) patient satisfaction with MIHS is positively influenced by perceived usefulness and confirmation of MIHS performance expectations; (3) and patient intentions to continue use of MIHS are also affected by some technology factors, such as facilitating conditions and perceived risk, as well as some subjective feelings, such as perceived usefulness and perceived interactivity. The results of this study provide important implications for both research and practice of public health. |
format | Online Article Text |
id | pubmed-6164192 |
institution | National Center for Biotechnology Information |
language | English |
publishDate | 2018 |
publisher | MDPI |
record_format | MEDLINE/PubMed |
spelling | pubmed-61641922018-10-12 Understanding the Role of Mobile Internet-Based Health Services on Patient Satisfaction and Word-of-Mouth Gu, Dongxiao Yang, Xuejie Li, Xingguo Jain, Hemant K. Liang, Changyong Int J Environ Res Public Health Article With the rapid advancement of Web 2.0 technologies, Internet medicine, and mobile healthcare, the influence of the use of patient-oriented Mobile Internet-based Health Services (MIHS) on patient satisfaction and the electronic word-of-mouth (WOM) of health service agencies is becoming the focus of the academic research community. Many large hospitals, including some Internet hospitals, have provided various online healthcare service platforms that enable patients to expediently consult with physicians and obtain healthcare services in an online to offline format. The purpose of this study is to analyze the main mechanisms of how the features and users’ experiences of MIHS influenced patient satisfaction and continuous use behaviors of the system to generate additional WOM dissemination behaviors. Based on post-adoption behavior and Expectation Confirmation Model of Information Technology Continuance (ECM-IT), this study conducted an empirical study through data collection from users (patients) from a large hospital providing online healthcare services. A total of 494 pieces of data were collected and analyzed using SmartPLS2.0(SmartPLS GmbH, Hamburg, Gernmany). The results show that: (1) patient satisfaction with MIHS and their intentions to continue use of MIHS have significantly positive influences on WOM; (2) patient satisfaction with MIHS is positively influenced by perceived usefulness and confirmation of MIHS performance expectations; (3) and patient intentions to continue use of MIHS are also affected by some technology factors, such as facilitating conditions and perceived risk, as well as some subjective feelings, such as perceived usefulness and perceived interactivity. The results of this study provide important implications for both research and practice of public health. MDPI 2018-09-10 2018-09 /pmc/articles/PMC6164192/ /pubmed/30201921 http://dx.doi.org/10.3390/ijerph15091972 Text en © 2018 by the authors. Licensee MDPI, Basel, Switzerland. This article is an open access article distributed under the terms and conditions of the Creative Commons Attribution (CC BY) license (http://creativecommons.org/licenses/by/4.0/). |
spellingShingle | Article Gu, Dongxiao Yang, Xuejie Li, Xingguo Jain, Hemant K. Liang, Changyong Understanding the Role of Mobile Internet-Based Health Services on Patient Satisfaction and Word-of-Mouth |
title | Understanding the Role of Mobile Internet-Based Health Services on Patient Satisfaction and Word-of-Mouth |
title_full | Understanding the Role of Mobile Internet-Based Health Services on Patient Satisfaction and Word-of-Mouth |
title_fullStr | Understanding the Role of Mobile Internet-Based Health Services on Patient Satisfaction and Word-of-Mouth |
title_full_unstemmed | Understanding the Role of Mobile Internet-Based Health Services on Patient Satisfaction and Word-of-Mouth |
title_short | Understanding the Role of Mobile Internet-Based Health Services on Patient Satisfaction and Word-of-Mouth |
title_sort | understanding the role of mobile internet-based health services on patient satisfaction and word-of-mouth |
topic | Article |
url | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC6164192/ https://www.ncbi.nlm.nih.gov/pubmed/30201921 http://dx.doi.org/10.3390/ijerph15091972 |
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