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Service Quality and Knowledge as Determinants of Mobile Health Services: Empirical Investigation and Further Considerations
Abstract
Presently, mobile health (m-health) services is a dynamic example of the integration of information technology into healthcare service provisions. However, citizens are often concerned about the use of this medium. Their apprehensions mostly encircle the quality of such services and extent of their own healthcare knowledge. This chapter thus aims to investigate adoption drivers of m-health services in Bangladesh by employing the UTAUT model. Results reveal service qualities like reliability, privacy, responsiveness, empathy, and information quality along with facilitating conditions, effort expectancy, performance expectancy, and social influence as significant drivers in m-health service adoption. In addition, this chapter suggests a new research agenda wherein perceived risks can act as an additional construct. Several factors that are known to exacerbate perceived risk were identified from literature and thereafter shown as part of a proposed framework. Implications for practice and research are also discussed for better planning and implementation of m-health services.
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