[1]曹峻玮张贵花路瑶王佳桐.我国移动医疗APP服务质量与用户满意度关系研究[J].中国卫生质量管理,2022,29(01):051-56.[doi:10.13912/j.cnki.chqm.2022.29.1.14 ]
　CAO Junwei,ZHANG Guihua,LU Yao.The Relationship Between Service Quality of Mobile Medical APP and User Satisfaction in China[J].Chinese Health Quality Management,2022,29(01):051-56.[doi:10.13912/j.cnki.chqm.2022.29.1.14 ]
点击复制

我国移动医疗APP服务质量与用户满意度关系研究
分享到：

《中国卫生质量管理》[ISSN:1006-7515/CN:CN 61-1283/R]

卷:
第29卷
期数:
2022年01期
页码:
051-56
栏目:
服务质量
出版日期:
2022-01-28

文章信息/Info

Title:
The Relationship Between Service Quality of Mobile Medical APP and User Satisfaction in China
作者:
曹峻玮张贵花路瑶王佳桐
韩国岭南大学电子融合商务学院
Author(s):
CAO Junwei; ZHANG Guihua; LU Yao
School of Business, Yeungnam University
关键词:
移动医疗APP; 服务质量; 满意度; UDMISS理论
Keywords:
Mobile Health App;  Service Quality;  Satisfaction;  UDMISS Theory
分类号:
R195.1；R197
DOI:
10.13912/j.cnki.chqm.2022.29.1.14
文献标志码:
A
摘要:
目的探讨移动医疗APP服务质量各维度与用户满意度的关系，提出针对性建议，为提高移动医疗APP服务质量提供参考。方法根据更新的信息系统成功理论（UDMISS），结合移动医疗服务质量模型，建立了移动医疗服务质量与用户满意度关系模型。通过问卷调查，使用PLS-SEM法对模型及假设进行验证。结果移动医疗APP系统质量中的可靠性、效率性、隐私性以及信息质量中的功利效益对用户使用满意度有积极影响，而交互质量对用户使用满意度影响不显著。结论重视应用便利性和患者隐私保护，提高移动医疗APP系统质量；提供个性化服务和心理咨询服务，提高移动医疗APP交互针对性；在确保移动医疗APP信息质量的同时提供适度信息数量，以改善患者使用体验。
Abstract:
ObjectiveTo explore the relationship between various dimensions of service quality of mobile medical APP and user satisfaction, put forward targeted suggestions, and provide reference for improving mobile medical APP service quality. MethodsBased on the Updated D&M Information System Success Theory (UDMISS) and mobile medical service quality model, the relationship model between mobile medical service quality and customer satisfaction were established. Through questionnaire survey, PLS-SEM method was used to verify the model and hypothesis.ResultsThe reliability, efficiency and privacy of mobile medical APP system quality, as well as the utilitarian benefit of information quality, had a positive impact on user satisfaction, while the interaction quality had no significant impact on user satisfaction.Conclusion Pay attention to the convenience of application and the protection of patient privacy, improve the quality of mobile medical APP system; provide personalized services and psychological counseling services to improve the interactive pertinence of mobile medical APP; while ensuring the quality of mobile medical APP information, the appropriate amount of information should be provided to improve the user experience of patients.

参考文献/References:

［1］World Health Organization . MHealth: new horizons for health through mobile technologies［M］. Geneve:World Health Organization,2011：35. ［2］徐倩, 赵文龙. 移动医疗App研究现状及启示［J］. 医学信息学杂志，2015，36(9)：8-13. ［3］张敏, 罗梅芬, 聂瑞, 等. 信息生态视域下移动医疗APP用户持续使用意愿分析［J］. 数据分析与知识发现，2017，1(4)：46-56. ［4］徐倩，赵文龙. 基于移动医疗App的用户健康信息需求分析［J］. 现代情报，2015，35(11)：79-82. ［5］DeLone WH, McLean ER. Information systems success: the quest for the dependent variable［J］. Information Systems Research, 1992, 3(1): 60-95. ［6］Delone WH, McLean ER. The DeLone and McLean model of information systems success: a ten-year update［J］. Journal of Management Information Systems, 2003, 19(4): 9-30. ［7］Shim M, Jo HS. What quality factors matter in enhancing the perceived benefits of online health information sites? Application of the updated DeLone and McLean information systems success model［J］. Int J Med Inform, 2020, 137: 104093. ［8］Ariyanto R, Rohadi E, Lestari VA. The effect of information quality, system quality, service quality on intention to use and user satisfaction, and their effect on net benefits primary care application at primary health facilities in Malang［J］. IOP Conference Series: Materials Science and Engineering, 2019,732:012084. ［9］Parasuraman A, Zeithaml VA, Berry LL. Servqual: a multiple-item scale for measuring consumer perc［J］. Journal of Retailing, 1988, 64(1): 12. ［10］Pitt LF, Watson RT, Kavan CB. Service quality: a measure of information systems effectiveness［J］. MIS Quarterly, 1995,19(2): 173-187. ［11］Zineldin M. The quality of health care and patient satisfaction: An exploratory investigation of the 5Qs model at some Egyptian and Jordanian medical clinics［J］. International Journal of Health Care Quality Assurance, 2006, 19(1): 60-92. ［12］Dagger TS, Sweeney JC, Johnson LW. A hierarchical model of health service quality: scale development and investigation of an integrated model［J］. Journal of Service Research, 2007, 10(2): 123-142. ［13］Akter S, D'Ambra J, Ray P. Service quality of mHealth platforms: development and validation of a hierarchical model using PLS［J］. Electron Mark, 2010, 20(3-4): 209-227. ［14］Akter S, D'Ambra J, Ray P. Development and validation of an instrument to measure user perceived service quality of mHealth［J］. Information & Management, 2013, 50(4): 181-195. ［15］陈远，张磊，张敏. 信息内容特征对移动医疗APP用户推荐行为的影响及作用路径分析［J］. 现代情报，2019，39(6)：38-47. ［16］王永贵, 赵宏文, 马双. 移动医疗APP如何有效促进线下健康管理活动［J］. 外国经济与管理，2018，40(2)：138-152. ［17］Urbach N, Ahlemann F. Structural equation modeling in information systems research using partial least squares［J］. Journal of Information Technology Theory and Application, 2010,11(2)：5-40. ［18］Fornell C, Larcker DF. Evaluating structural equation models with unobservable variables and measurement error［J］. Journal of Marketing Research, 1981, 18(1): 39-50. ［19］Hair Jr JF, Hult GTM, Ringle CM, et al. A primer on partial least squares structural equation modeling (PLS-SEM) ［M］. London:SAGE Publications, 2016:78. ［20］Tenenhaus M, Vinzi VE, Chatelin YM, et al. PLS path modeling［J］. Computational Statistics & Data Analysis, 2005, 48(1): 159-205.［21］Kim KH, Kim KJ, Lee DH, et al. Identification of critical quality dimensions for continuance intention in mHealth services：Case study of onecare service［J］.Int J Inf Manage,2019,46：187-197. ［22］Fife E, Orjuela J. The privacy calculus: Mobile apps and user perceptions of privacy and security［J］. International Journal of Engineering Business Management, 2012, 4(Godiste 2012): 4-11. ［23］邓子豪, 陈志锋, 曾淼坤, 等. 武汉市患者移动医疗服务使用意愿及影响因素研究［J］. 中国卫生统计，2020，37(2)：206-209. ［24］曹峻玮, 尚猛. 基于大数据的韩国社会对移动医疗认知的研究［J］. 中国卫生产业，2020，17(9)：168-174. ［25］Karr-Wisniewski P, Lu Y. When more is too much: Operationalizing technology overload and exploring its impact on knowledge worker productivity［J］. Computers in Human Behavior, 2010, 26(5): 1061-1072. ［26］皮星, 薛大东, 史如松. 供给侧改革背景下我国医疗机构移动医疗服务模式研究［J］. 中国卫生质量管理, 2016,23(6):96-98. ［27］田亚平, 刘爽, 王晓方,等. 我国移动医疗研究现况的可视化分析［J］. 中国卫生质量管理, 2019, 26(6):82-85,95.

相似文献/References:

[1]葛杰 赵喆 李晓雪.基于PZB模式的医疗服务质量缺口研究[J].中国卫生质量管理,2018,25(01):051.[doi:10.13912/j.cnki.chqm.2018.25.1.18]
[2]郝剑 齐欣 柳明 郝萌萌 李学敏.西安市郊县院前急救服务质量满意度调查与分析[J].中国卫生质量管理,2018,25(05):064.[doi:10.13912/j.cnki.chqm.2018.25.5.20]
[3]杨丽静 陈育庆 唐俊.杭州市智慧医疗门诊流程改造实践与分析[J].中国卫生质量管理,2019,26(02):071.[doi:10.13912/j.cnki.chqm.2019.26.2.21]
[4]刘卉 宋莉 陈纯 邹波 徐萍.上海市某区志愿服务现况调查[J].中国卫生质量管理,2019,26(02):075.[doi:10.13912/j.cnki.chqm.2019.26.2.22]
[5]盛怡 龚玉芳 吴惠静 常健 李群.智能化专家门诊精准预约模式的实践[J].中国卫生质量管理,2019,26(04):067.[doi:10.13912/j.cnki.chqm.2019.26.4.19]
[6]刘敏舜 刘瑾 邱恒.广东省91家三级公立医院出院患者满意度调查现状分析[J].中国卫生质量管理,2019,26(05):071.[doi:10.13912/j.cnki.chqm.2019.26.5.21]
[7]杨敏婕 张琪 徐吉山缨* 王惠英.应用患者流信息实时监测平台提升急诊服务质量[J].中国卫生质量管理,2019,26(05):075.[doi:10.13912/j.cnki.chqm.2019.26.5.22]
[8]罗莉娅 罗旭 吴昊.医患双方对医患关系认知评价的调查研究[J].中国卫生质量管理,2020,27(01):070.[doi:10.13912/j.cnki.chqm.2020.27.1.18]
[9]许春雁 赵洋 梁枫.新疆地区高级职称医务人员离职意愿现状及其影响因素分析[J].中国卫生质量管理,2020,27(01):074.[doi:10.13912/j.cnki.chqm.2020.27.1.19]
[10]周松 谢仁炜 陈洁 乔田乐.基于云诊疗技术的门诊诊疗服务流程优化[J].中国卫生质量管理,2020,27(01):099.[doi:10.13912/j.cnki.chqm.2020.27.1.25]

更新日期/Last Update: 2022-01-28