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Demystifying the Communication-Driven Usefulness Hypothesis: The Case of Healthcare Insurance Applications

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  • Makoto Nakayama

    (DePaul University, Chicago, USA)

  • Steven Leon

    (Appalachian State University, Boone, USA)

Abstract

Healthcare insurance applications are increasingly vital to and have gained popularity with consumers. Previous information systems research featured perceived ease of use and perceived usefulness as key independent variables to explain behavioural intention impacting the use of information systems. In today's environment, however, many consumers already rely on websites and mobile applications as a key means of communication with healthcare insurance providers. Examining the data from 333 survey respondents, this study reports that perceived ease of use and perceived usefulness are strongly influenced by three communication content variables (information quality, interaction ease, and provider competence). Importantly, consumers may judge applications' ease of use based on the quality of communication contents. Once applications reach some maturity, the prominence of communication quality may drive their use more significantly than before.

Suggested Citation

  • Makoto Nakayama & Steven Leon, 2019. "Demystifying the Communication-Driven Usefulness Hypothesis: The Case of Healthcare Insurance Applications," International Journal of Healthcare Information Systems and Informatics (IJHISI), IGI Global, vol. 14(4), pages 1-17, October.
    • Handle: RePEc:igg:jhisi0:v:14:y:2019:i:4:p:1-17
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    References listed on IDEAS

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    1. Mick, David Glen & Fournier, Susan, 1998. "Paradoxes of Technology: Consumer Cognizance, Emotions, and Coping Strategies," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 25(2), pages 123-143, September.
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