Publication Details

Akter, S., D'Ambra, J. & Ray, P. (2011). Modeling quality dynamics in IT services management. 32nd International Conference on Information Systems (ICIS2011) (pp. 1-17). Shanghai, China: AIS Electronic Library.


The increasing importance of information technology (IT) services in the global economy prompts IS researchers to focus on service quality dynamics to capture the critical interaction between human behavior and IT. The purpose of this study is to develop and validate a user perceived IT service quality model for mHealth using a cross-disciplinary approach. The conceptual model is rooted in the traditional cognition (service quality) – affective (satisfaction)– conation (continuance intentions) chain but explicitly identifies three primary dimensions (i.e., system quality, interaction quality and outcome quality) and eight subdimensions (system reliability, system efficiency, system privacy, responsiveness, assurance, empathy, utilitarian benefits and hedonic benefits) of IT service quality in mHealth. The findings of the study show that IT service quality is the third-order, reflective, hierarchical construct with strong positive effects on satisfaction and continuance intentions in mHealth context.

Link to publisher version (URL)

International Conference on Information Systems