How does mHealth service quality influences adoption?
Industrial Management & Data Systems
ISSN: 0263-5577
Article publication date: 17 February 2022
Issue publication date: 15 March 2022
Abstract
Purpose
This study investigated the underlying influence mechanism between mHealth service quality (SQ) and users' adoption intention and compared the differences of consumer individual decision-making behaviors between the pre-adoption stage and the post-adoption stages.
Design/methodology/approach
This study built the pre-adoption and post-adoption models based on the stimulus-organism-response (S-O-R) model. Besides, this study collected 14,221 independent samples from 40 studies of pre-adoption intention to use and 12,876 independent samples from 36 studies of post-adoption intention to continue using and used meta-analysis structural equation modeling (MASEM) method to explore the formation of mHealth service quality influence on consumers toward adoption intention.
Findings
The results showed that (1) service quality positively trigger users' cognition response (i.e. perceived usefulness, perceived ease of use and perceived trust) and further positively drove the adoption and continuance intention; (2) there are similarities and differences in the relative importance of users' cognitive response between service quality and adoption intention at pre-adoption and post-adoption stages; (3) perceived trust (PTRU) played the most significant mediator in predicting users' adoption intention in both two stages; (4) perceived usefulness had a stronger influence than perceived ease of use (PEOU) on the adoption intention in pre-adoption while the result was just opposite in post-adoption stage.
Practical implications
This study could help service providers effectively allocate their limited resources to improve user adoption intention.
Originality/value
This study is the first one to open the black box of the underlying influence mechanisms between mHealth service quality and individual adoption intention in mHealth services and show differences in consumer decision-making according to the adoption stage. It provides a new perspective to the research in mHealth.
Keywords
Acknowledgements
The authors would to thank the anonymous reviewers for their careful work and thoughtful suggestions that have helped improve this paper substantially.
Funding: This study received funding from National Office for Philosophy and Social Sciences (Award Number: 18ZDA104).
Citation
Li, Y., Liu, R., Wang, J. and Zhao, T. (2022), "How does mHealth service quality influences adoption?", Industrial Management & Data Systems, Vol. 122 No. 3, pp. 774-795. https://doi.org/10.1108/IMDS-12-2020-0758
Publisher
:Emerald Publishing Limited
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