Publication Details

Akter, S., D'Ambra, J. & Ray, P. (2013). Development and validation of an instrument to measure user perceived service quality of mHealth. Information and Management, 50 (4), 181-195.


The role of service quality in fostering the growth of mHealth services has gained much attention in the academic and practitioner communities. However, empirical research in this area has been beset by inadequate conceptualization and the lack of a validated scale. This study addresses these limitations by theoretically conceptualizing and empirically validating a multidimensional service quality scale in the mHealth context. The findings show that mHealth service quality is a hierarchical, multidimensional, and reflective construct, which consists of three primary dimensions and eight subdimensions. The results also confirm that the mHealth service quality scale is more effective at predicting satisfaction and continuance in a nomological network.

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