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Satisfaction with and Continuous Usage Intention towards Mobile Health Services: Translating Users’ Feedback into Measurement

Author

Listed:
  • Yu Fu

    (School of Design and Architecture, Zhejiang University of Technology, Hangzhou 310014, China)

  • Yuanyuan Wang

    (School of Design and Architecture, Zhejiang University of Technology, Hangzhou 310014, China)

  • Xinhui Ye

    (School of Design and Architecture, Zhejiang University of Technology, Hangzhou 310014, China)

  • Weifang Wu

    (School of Design and Architecture, Zhejiang University of Technology, Hangzhou 310014, China)

  • Jianfeng Wu

    (School of Design and Architecture, Zhejiang University of Technology, Hangzhou 310014, China)

Abstract

With advances in information and communication technology and the rapid development of the mobile Internet, mobile health (m-health) management applications (apps) play a key role in modern health assistance programs. However, m-health management apps still face major dilemmas in ensuring user satisfaction and continuous use. Based on resolving the contradiction between the multiple complex and ambiguous demands of users and the limited development resources of companies, this study explores ways to improve user satisfaction and the willingness to sustain m-health management app usage to build efficient and clear m-health management app demand insights and development strategies. This study integrates the advantages of the Kano model and the decision-making trial and evaluation laboratory (DEMATEL) method. From the systematic level, an attribute acquisition-classification-key attribute extraction and influence relationship quantification-hierarchy analytic hierarchy model was built. The research results provide implications for further improvement efforts to consider not only technological capabilities but also effective insights into the attributes that are highly expected by users, thus improving the accuracy of app function positioning and, in turn, enhancing user satisfaction and continuous usage intention. Additionally, the results provide decision-makers in enterprises and relevant research and development (R&D) departments with clear and efficient app requirement relationships and development strategies.

Suggested Citation

  • Yu Fu & Yuanyuan Wang & Xinhui Ye & Weifang Wu & Jianfeng Wu, 2023. "Satisfaction with and Continuous Usage Intention towards Mobile Health Services: Translating Users’ Feedback into Measurement," Sustainability, MDPI, vol. 15(2), pages 1-21, January.
    • Handle: RePEc:gam:jsusta:v:15:y:2023:i:2:p:1101-:d:1027601
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    References listed on IDEAS

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    1. Meng Yin & Syed Muhammad Usman Tayyab & Xiao-Yu Xu & Shuo-Wei Jia & Chih-Lun Wu, 2021. "The Investigation of Mobile Health Stickiness: The Role of Social Support in a Sustainable Health Approach," Sustainability, MDPI, vol. 13(4), pages 1-25, February.
    2. Changjun Lee & Kyoungsun Lee & Daeho Lee, 2017. "Mobile Healthcare Applications and Gamification for Sustained Health Maintenance," Sustainability, MDPI, vol. 9(5), pages 1-12, May.
    3. Florence Degavre & Suzanne Kieffer & David Bol & Rémi Dekimpe & Charlotte Desterbecq & Thibault Pirson & Georgiana Sandu & Sandy Tubeuf, 2022. "Searching for Sustainability in Health Systems: Toward a Multidisciplinary Evaluation of Mobile Health Innovations," Sustainability, MDPI, vol. 14(9), pages 1-17, April.
    4. Yan, Min & Filieri, Raffaele & Raguseo, Elisabetta & Gorton, Matthew, 2021. "Mobile apps for healthy living: Factors influencing continuance intention for health apps," Technological Forecasting and Social Change, Elsevier, vol. 166(C).
    5. Hsu, Chin-Lung & Lin, Judy Chuan-Chuan, 2016. "Effect of perceived value and social influences on mobile app stickiness and in-app purchase intention," Technological Forecasting and Social Change, Elsevier, vol. 108(C), pages 42-53.
    6. Yupeng Liu & Yutao Yang & Yue Liu & Gwo-Hshiung Tzeng, 2019. "Improving Sustainable Mobile Health Care Promotion: A Novel Hybrid MCDM Method," Sustainability, MDPI, vol. 11(3), pages 1-29, January.
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    1. Lujie Deng & Nurul Hanim Romainoor & Bolun Zhang, 2023. "Evaluation of the Usage Requirements of Hospital Signage Systems Based on the Kano Model," Sustainability, MDPI, vol. 15(6), pages 1-18, March.

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