Exploring user acceptance of an e-hospital service: An empirical study in Taiwan

Chang, Mong-Yuan; Pang, Chengzong; Tarn, J. Michael; Liu, Taishun; Yen, David C.

doi:10.1016/j.csi.2014.08.004

Cited by 55 publications

(34 citation statements)

References 28 publications

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“…are commonly used in assessing the service quality in perspective fields (Parasuraman et al, 1988(Parasuraman et al, , 2005). Service quality model has positive impact on technology acceptance variables in various sectors of tech-enabled services (Alsamydai, 2016;Boon-itt, 2016;Chang, Pang, Michael Tarn, Liu, & Yen, 2015;Considine & Cormican, 2016;C. S. Lin & Wu, 2002;Sepasgozar, Hawken, Sargolzaei, & Foroozanfa, 2018).…”

Section: Internet Of Things (Iot) and Service Qualitymentioning

confidence: 99%

A Conceptual Paper on SERVQUAL-Framework for Assessing Quality of Internet of Things (IoT) Services

Hizam¹,

Ahmed²

2019

IJFR

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Service quality possesses the vital prominence in usability of innovative products and services. As Technological innovation has made the life synchronized and effective, Internet of Things (IoT) is matter of discussion everywhere. From users' perspective, IoT services are always embraced by various system characteristics of security and performance. A service quality model can better present the preference of such technology customers. The study intends to project theoretical model of service quality for Internet of Things (IoT). Based on the existing models of service quality and the literature on internet of things, a framework is proposed to conceptualize and measure service quality for internet of things. This study establishes the IoT-SERVQUAL model with four dimensions (i.e., Privacy, Functionality, Efficiency and Tangibility) of multiple service quality models. These dimensions are essential and inclined towards the users' leaning of IoT services. This paper contributes to research on internet of things services by the development of a comprehensive framework for customers' quality apprehensions. This model will previse the expression of information secrecy concerns of users related with Internet of Things (IoT). This research will advance understanding of service quality in modern day technology and assist firms to devise the fruitful services structure.

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Section: Internet Of Things (Iot) and Service Qualitymentioning

confidence: 99%

A Conceptual Paper on SERVQUAL-Framework for Assessing Quality of Internet of Things (IoT) Services

Hizam¹,

Ahmed²

2019

IJFR

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“…In other clinical settings, the patientsṕ oint of view has been used to evaluate the acceptance of new eHealth systems. This consideration is essential because understanding the factors that influence user acceptance allows us to address their requirements and to promote the use of these programs [22][23][24][25][26].…”

Section: Introductionmentioning

confidence: 99%

“…These new tools support the integration of multidisciplinary care for patients with chronic diseases [28]. However, the design of new telemedicine programs should also consider that patients with different chronic diseases prefer to employ useful and high-quality systems, which allow them to cooperate with healthcare providers [22][23][24]26]. Accordingly, incorporating patients in the design, development, and implementation of eHealth will potentially improve patient engagement with a remote follow-up [29].…”

Section: Introductionmentioning

confidence: 99%

Adaptation of TECCU App Based on Patients´ Perceptions for the Telemonitoring of Inflammatory Bowel Disease: A Qualitative Study Using Focus Groups

Hoyo

Nos

Faubel

et al. 2020

IJERPH

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Background: Despite the continuous adaptation of eHealth systems for patients with inflammatory bowel disease (IBD), a significant disconnection persists between users and developers. Since non-adherence remains high, it is necessary to better understand the patients’ perspective on telemonitoring for IBD. Accordingly, this study aimed to adapt the TECCU telemonitoring app to the preferences and needs of IBD patients. Methods: A qualitative study was carried out using successive focus groups of IBD patients. Meetings were audio-recorded and a thematic analysis was employed until data saturation was achieved. The first group included patients who had used the TECCU App in a pilot clinical trial, and subsequent meetings included patients with Crohn’s disease and ulcerative colitis recruited from the Spanish Confederation of patient associations. The information collected at each meeting guided consecutive changes to the platform. Results: Data saturation was reached after three focus groups involving a total of 18 patients. Three main themes emerged: (1) platform usability, (2) the communication process, and (3) platform content. All participants indicated that TECCU is easy to use, permitting continuous and personalized feedback. According to patients´ perspectives, the platform was adapted to foster a flexible follow-up and shared decision-making using open and safe communication networks. Many participants appreciated the educational elements and, consequently, the app was connected to reliable and continuously updated webpages. Conclusions: IBD patients valued the usability and personalized monitoring offered by the TECCU App. Improvements in the messaging system and continuously updated educational content were introduced to address patients´ needs and favor their engagement.

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“…Using similar dimensions, Chakravarty (2011) examine outpatient department services in reference to the department's specific characteristics. Other studies examine the quality of the information system used in a hospital, and the level of service it provides, with regard to the perspective of nurses as the users (Cohen, Coleman & Kangethe, 2015;Chang, Pang, Tarn, Liu & Yen, 2015). Despite the significance of the front office to the overall organisation, no study is devoted to the quality of the front office service in a hospital setting.…”

Section: Significance Of Front Office Service Qualitymentioning

confidence: 99%

Improving service quality of hospital front office using an integrated Kano model and quality function deployment

Priyono

Yulita

2017

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Purpose: The aims of this study are twofold: first, it attempts to investigate service attributes in a hospital front office; and second, to identify strategies to improve those service attributes. Design/methodology:This study used integration of Quality Function Deployment and Kano Model. The research instrument, which takes the SERVQUAL model as its starting point, was developed using a comprehensive set of techniques, including a literature review of relevant topics, interviews and focus group discussions. Using a sample of 140 customers of an international hospital situated in Yogyakarta, Indonesia, 14 service attributes required by customers were identified. The attributes, which were further categorised into 5 attractive, 4 one-dimensional and 5 'must-be' attributes, were analysed using the Kano Model. Practical implications: Service providers will benefit from the findings of this study, as both the service attributes and technical requirements that require improvement as a priority are identified.-923-Intangible Capital -https://doi.org/10.3926/ic.1001 Originality/value: It is the first time that front office quality of hospital is examined using integrated method of SERVQUAL, QFD and Kano Model. The recommendations proposed from this comprehensive method offer novel solution that has never been found in existing study.

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Exploring user acceptance of an e-hospital service: An empirical study in Taiwan

Cited by 55 publications

References 28 publications

A Conceptual Paper on SERVQUAL-Framework for Assessing Quality of Internet of Things (IoT) Services

A Conceptual Paper on SERVQUAL-Framework for Assessing Quality of Internet of Things (IoT) Services

Adaptation of TECCU App Based on Patients´ Perceptions for the Telemonitoring of Inflammatory Bowel Disease: A Qualitative Study Using Focus Groups

Improving service quality of hospital front office using an integrated Kano model and quality function deployment

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