Users' intention to continue using mHealth services: A DEMATEL approach during the COVID-19 pandemic

Ahmed Ibrahim Alzahrani; Hosam Al-Samarraie; Atef Eldenfria; Joana Eva Dodoo; Nasser Alalwan

doi:10.1016/j.techsoc.2022.101862

Users' intention to continue using mHealth services: A DEMATEL approach during the COVID-19 pandemic

Technol Soc. 2022 Feb:68:101862. doi: 10.1016/j.techsoc.2022.101862. Epub 2022 Jan 4.

Authors

Ahmed Ibrahim Alzahrani¹, Hosam Al-Samarraie², Atef Eldenfria³, Joana Eva Dodoo⁴, Nasser Alalwan¹

Affiliations

¹ Computer Science Department, Community College, King Saud University, Riyadh, Saudi Arabia.
² School of Design, University of Leeds, Leeds, UK.
³ Faculty of Information Technology, Misurata University, Misurata, Libya.
⁴ College of Distance Education, Department of Business Studies, University of Cape Coast, Cape Coast, Ghana.

Abstract

The coronavirus disease 2019 (COVID-19) has changed the way we use and perceive online services. This study examined the influence of service quality factors during COVID-19 on individuals' intention to continue use mHealth services. A decision-making trial and evaluation laboratory (DEMATEL) approach was used to identify and analyse the relationships between service quality and individuals' intention to continue use mHealth during the COVID-19 pandemic. Individuals' direct, indirect, and interdependent behaviours in relation to service quality and continues use of mHealth were studied. A total of 126 respondents were involved in this study. The results identified several associations between service quality factors and individuals' continuous use of mHealth. The most important factor found to influence users' decision to continuously use mHealth was assurance, followed by hedonic benefits, efficiency, reliability, and content quality. The relevant cause-and-effect relationships were identified and the direction for quality improvement was discussed. The outcomes from this study can support healthcare policy makers to swiftly and widely respond to COVID-19 challenges. The findings provide fundamental insights for healthcare organisations to promote continuous use of mHealth among people by prioritising service improvements.

Keywords: COVID-19; Continuous intention; DEMATEL; Service quality; mHealth.