User perceived service quality of M-health services in developing countries

18th European Conference on Information Systems, ECIS 2010

Volumn , Issue , 2010, Pages

  Akter, Shahriar ^a   D'Ambra, John ^a   Ray, Pradeep ^a  

^a UNIVERSITY OF NEW SOUTH WALES   (Australia)

Author keywords

Intention to continue using; Perceived service quality; Quality of life; Satisfaction

Indexed keywords

CONCEPTUAL MODEL; DEVELOPING WORLD; FUTURE RESEARCH DIRECTIONS; GLOBAL DEVELOPMENT; HEALTHCARE DELIVERY; INTENTION TO CONTINUE USING; INTERACTION QUALITY; M-HEALTH SERVICES; MANAGERIAL IMPLICATIONS; MOBILE COMMUNICATIONS; MOBILE HEALTH; OUTCOME QUALITY; QUALITY DIMENSION; QUALITY OF LIFE; SATISFACTION; SERVICE DELIVERY PLATFORM; SERVICE QUALITY; SYSTEM AVAILABILITY; SYSTEM EFFICIENCY; SYSTEM RELIABILITY; UBIQUITOUS HEALTH CARE;

HEALTH CARE; INFORMATION SYSTEMS; QUALITY OF SERVICE; SECURITY OF DATA;

DEVELOPING COUNTRIES;

EID: 84870646236     PISSN: None     EISSN: None     Source Type: Conference Proceeding    
DOI: None     Document Type: Conference Paper

References (45)

1. Ahluwalia, P. & Varshney, U. (2009) Composite quality of service and decision making perspectives in wireless networks, Decision Support Systems, 46, 2009, 542-551.
2. Angst, M. C. & Agarwal, R. (2009) Adoption of electronic health records in the presence of privacy concerns: the elaborate likelihood model and individual persuasion, MIS Quarterly, 33(2), 339-370.
3. Andaleeb, S.S., (2001) Service quality perceptions and patient satisfaction: a study of hospitals in a developing country. Social Science & Medicine, 52(9), 1359-1370.
4. Bailey, J. E., S. W. Pearson (1983) Development of a tool for measuring and analyzing computer user satisfaction. Management Sci. 29(5) 530-545.
5. Bhattacherjee, A. "An Empirical Analysis of the Antecedents of Electronic Commerce Service Continuance, " Decision Support Systems (32:2), 2001a, pp. 201-214.
6. Brady, M. K. and Cronin, J. J., 2001. Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach, Journal of Marketing, 65 (July), 34-49.
7. Brommey M. Challenges in e-health service delivery. 2nd annual online summit. Available at: http://www.health.gov.au/healthonline/docs/summit2/ brommeyer.pdf [accessed 2004 June 24].
8. Chae, M & Kim, J., (2001). Information quality for mobile Internet services: a theoretical Model with empirical validation, Twenty second international conference on information systems.
9. Chatterjee, S., Chakraborty, S., Sarker, S., Sarker, S., Lau., Y.F (2009) Examining the success factors for mobile work in healthcare: a deductive study, Decision Support Systems, 46, 620-633.
10. Chetley, A. (Ed.). Improving health, connecting people: The role of ICTs in the health sector of developing countries. A framework paper. 2005. Infodev.
11. Choi, H., Lee, M., Lm, K.S., Kim, J.(2007) Contribution to quality of life: a new outcome variable for mobile data service, Journal of the Association for Information Systems, 8(12), 598-618.
12. Cronin, J. J. and Taylor, S. A. (1992). Measuring Service Quality: A Reexamination and Extension, Journal of Marketing, 56 (July). 55-68.
13. Dabholkar, D., Thorpe, I., and Rentz, J. O., (1996) A Measure of Service Quality for Retail Stores: Scale Development and Validation, Journal of the Academy of Marketing Science, 24 (1), 3-16.
14. Dagger, T.S. & Sweeney, C. J. (2006) The effect of service evaluations on behavioral intentions and quality of life, Journal of Service Research, 9(1), 3-18.
15. Dagger, T.S., Sweeney, J.C. & Johnson, L.W., (2007) A Hierarchical Model of Health Service Quality: Scale Development and Investigation of an Integrated Model. Journal of Service Research, 10(2), 123-142.
16. DeLone, W. H. and E. R. McLean (1992) "Information Systems Success: The Quest for the Dependent Variable", Information Systems Research, 3(1), pp. 60-95.
17. Gronroos, C., 1984. A Service Quality Model and Its Marketing Implications, European Journal of Marketing, 18 (4), 36-44.
18. Ivatury, G., Moore, J. & Bloch, A . (2009) A doctor in your pocket: Health hotlines in developing countries, Innovations: Technology, Governance & Globalization, MIT Press Journal (online), 4(1), 119-153, Available at: http://www.mitpressjournals.org/doi/abs/10.1162/itgg.2009.4.1.119 [Accessed April 03, 2009].
19. Jiang, J.J., Klein, G., Roan, J., Lin, T.M. (2001) IS service performance: self-perceptions and user perceptions, Information & Management 38(8), 2001, pp. 499-506.
20. Kaplan, B., and Litewka, S. (2008) Ethical challenges of telemedicine and telehealth, Cambridge Quarterly of Healthcare Ethics, 17, 401-416.
21. Kettinger, W.J. and Lee, C.C. (1994) Perceived service quality and user satisfaction with the information services function, Decision Sciences 25(5/6), 737-766.
22. Kleijnen, M., Ruyter, K. de, Wetzels, M. (2007) An assessment of value creation in mobile service delivery and the moderating role of time consciousness, Journal of Retailing 83 (1) 33-46.
23. Koivisto, M. (2007) Development of quality expectations in mobile information systems, International Joint Conference on Computer, Information, and Systems Sciences and Engineering.
24. Lee, D.J. and M. J. Sirgy (2004), Quality of life Marketing: proposed antecedents and consequences, Journal of Macromarketing, 24(1), 44-58.
25. Limayem, M., Hirt, S.G. and Cheung, M.K.C. (2007), How habit limits the predictive power of intention : the case of information systems continuance, 31 (4), 705-737.
26. Mechael, P. The case for mHealth in developing countries, Innovations: Technology, Governance, Globalization, MIT Press Journal (online), 4(1), 2009. 103-118, Available at: http://www.mitpressjournals.org/doi/abs/10.1162/itgg. 2009.4.1.119 [Accessed April 03, 2009].
27. Nelson, R.R., Todd, P.A., Wixom, B.H.(2005) Antecedents of information and systems quality: an empirical examination within the context of data warehousing, 21 (4), 199-235.
28. Norris, T., Stockdale, R., Sharma, S.(2008) Mobile Health: Strategy and sustainability, The Journal of Information Technology in Healthcare, 6(5), 326-333.
29. Orlikowski, J.W. & Baroudi, J.J. (1991) Studying Information Technology in Organizations: Research Approaches and Assumptions, Information Systems Research, 2(1), 1-28.
30. Parasuraman, A., Zeithaml, V.A. & Berry, L.L., (1988) SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), 5-6.
31. Parasuraman, A., Zeithaml, V.A. & Malhotra, A., (2005) E-S-QUAL: A Multiple-Item Scale for Assessing Electronic Service Quality. Journal of Service Research, 7(3), 213-233.
32. Petter, S. and McLean, R. E. (2009), A meta analytic assessment of the DeLone and McLean IS success model: An examination of IS success at the individual level, Information & Management, 46, 159-166.
33. Petter, S., Straub, D. & Rai, A (2007) Specifying formative constructs in Information Systems Research, MIS Quarterly, 31(4), 623-56.
34. Reeves, C. and Bednar, D.A. (1994) Defining quality: Alternatives and implications, Academy of Management Review, 19(3), 419-445.
35. Shostack, G.(1985) Planning the service encounter, in: J. Czepiel, M. Solomon, C. Surprenant (Eds.), The Service Encounter, Lexington Books, Lexington, MA.
36. Sirgy, M. J., D. E. Hansen, and J. E. Littlefield (1994) "Does Hospital Satisfaction Affect Life Satisfaction?, " Journal of Macromarketing (14) 2, pp. 36-46.
37. Sousa, R & Voss, C., (2006) Service quality in multichannel services employing virtual channels", Journal of Service Research, 8(4), 356-371.
38. Straub, D., Boudreau, M.-C., and Gefen, D. (2004) Validation Guidelines for IS Positivist Research Communications of AIS, 13, Article 24, 380-427.
39. Straub, D. W. and R. T. Watson (2001) Research Commentary: Transformational Issues in Researching IS and Net-Enabled Organizations, Information Systems Research (12) 4, pp. 337-345.
40. United Nations foundation & Vodafone foundation 2009, mHealth for Development: The opportunity of mobile technology for healthcare in developing world, Available at: http://www.vitalwaveconsulting.com/insights/mHealth.htm [Accessed April 03, 2009].
41. Varshney, U. (2005) Pervasive Healthcare: Applications, Challenges and Wireless Solutions, Communications of the Association for Information Systems, 16(3), 2005, 57-72.
42. Varshney, U. and Vetter, R. (2000) Emerging Wireless and Mobile Networks, Communications of the Association for Computing Machinery (43)6, 73-81.
43. Wilson, V.E. & Lankton, K.E. (2004), Interdisciplinary research and publication opportunities in Information Systems and Healthcare, Communications of Association of Information Systems, 14, 332-343.
44. Wixom, H. B. and Todd, P.A. (2005) A theoretical integration of user satisfaction and technology acceptance, Information Systems Research, 16 (1), 2005, 85-102.
45. Zeithaml, V., Defining and Relating Price, Perceived Quality, and Perceived Value, Cambridge, MA: Marketing Science Institute, Report No, 87-101, 1987.