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Understanding the Role of Mobile Internet-Based Health Services on Patient Satisfaction and Word-of-Mouth

Author

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  • Dongxiao Gu

    (The School of Management, Hefei University of Technology, Hefei 230009, China
    The School of Informatics, Computing and Engineering, Bloomington, IN 47405-3907, USA
    These authors contributed equally.)

  • Xuejie Yang

    (The School of Management, Hefei University of Technology, Hefei 230009, China)

  • Xingguo Li

    (The School of Management, Hefei University of Technology, Hefei 230009, China
    These authors contributed equally.)

  • Hemant K. Jain

    (College of Business, The University of Tennessee at Chattanooga, 615 McCallie Ave, Chattanooga, TN 37403, USA
    These authors contributed equally.)

  • Changyong Liang

    (The School of Management, Hefei University of Technology, Hefei 230009, China)

Abstract

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.

Suggested Citation

  • Dongxiao Gu & Xuejie Yang & Xingguo Li & Hemant K. Jain & Changyong Liang, 2018. "Understanding the Role of Mobile Internet-Based Health Services on Patient Satisfaction and Word-of-Mouth," IJERPH, MDPI, vol. 15(9), pages 1-23, September.
    • Handle: RePEc:gam:jijerp:v:15:y:2018:i:9:p:1972-:d:168884
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    References listed on IDEAS

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    Cited by:

    1. Mengling Yan & Hongying Tan & Luxue Jia & Umair Akram, 2020. "The Antecedents of Poor Doctor-Patient Relationship in Mobile Consultation: A Perspective from Computer-Mediated Communication," IJERPH, MDPI, vol. 17(7), pages 1-16, April.
    2. Bin Ding & Wei Liu & Sang-Bing Tsai & Dongxiao Gu & Fang Bian & Xuefeng Shao, 2019. "Effect of Patient Participation on Nurse and Patient Outcomes in Inpatient Healthcare," IJERPH, MDPI, vol. 16(8), pages 1-16, April.
    3. Muhammad Khalilur Rahman & Noor Raihani Zainol & Noorshella Che Nawi & Ataul Karim Patwary & Wan Farha Wan Zulkifli & Md Mahmudul Haque, 2023. "Halal Healthcare Services: Patients’ Satisfaction and Word of Mouth Lesson from Islamic-Friendly Hospitals," Sustainability, MDPI, vol. 15(2), pages 1-17, January.
    4. Xiaoxiang Li & Shuhan Zhang & Rong Chen & Dongxiao Gu, 2021. "Hospital Climate and Peer Report Intention on Adverse Medical Events: Role of Attribution and Rewards," IJERPH, MDPI, vol. 18(5), pages 1-17, March.
    5. Adnan Muhammad Shah & Mudassar Ali & Abdul Qayyum & Abida Begum & Heesup Han & Antonio Ariza-Montes & Luis Araya-Castillo, 2021. "Exploring the Impact of Linguistic Signals Transmission on Patients’ Health Consultation Choice: Web Mining of Online Reviews," IJERPH, MDPI, vol. 18(19), pages 1-21, September.
    6. Fuyong Lu & Xintao Wang & Xian Huang, 2023. "Counseling for Health: How Psychological Distance Influences Continuance Intention towards Mobile Medical Consultation," IJERPH, MDPI, vol. 20(3), pages 1-21, January.
    7. Yanmei Jiang & Antonio K. W. Lau, 2023. "Understanding Post-Adoption Behavioral Intentions of Mobile Health Service Users: An Empirical Study during COVID-19," IJERPH, MDPI, vol. 20(5), pages 1-21, February.
    8. Guetz, Bernhard & Bidmon, Sonja, 2023. "The Credibility of Physician Rating Websites: A Systematic Literature Review," Health Policy, Elsevier, vol. 132(C).

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