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Open AccessArticle

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

by Dongxiao Gu 1,2,†, Xuejie Yang 1, Xingguo Li 1,†, Hemant K. Jain 3,† and Changyong Liang 1,*
1
The School of Management, Hefei University of Technology, Hefei 230009, China
2
The School of Informatics, Computing and Engineering, Bloomington, IN 47405-3907, USA
3
College of Business, The University of Tennessee at Chattanooga, 615 McCallie Ave, Chattanooga, TN 37403, USA
*
Author to whom correspondence should be addressed.
These authors contributed equally.
Int. J. Environ. Res. Public Health 2018, 15(9), 1972; https://doi.org/10.3390/ijerph15091972
Received: 30 July 2018 / Revised: 27 August 2018 / Accepted: 3 September 2018 / Published: 10 September 2018
(This article belongs to the Special Issue Patient Satisfaction with Health Services)
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. View Full-Text
Keywords: patient satisfaction; mobile Internet-based health service; expectation confirmation model; patient participation; Internet medicine; patient word-of-mouth patient satisfaction; mobile Internet-based health service; expectation confirmation model; patient participation; Internet medicine; patient word-of-mouth
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Gu, D.; Yang, X.; Li, X.; Jain, H.K.; Liang, C. Understanding the Role of Mobile Internet-Based Health Services on Patient Satisfaction and Word-of-Mouth. Int. J. Environ. Res. Public Health 2018, 15, 1972.

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