我国移动医疗APP服务质量与用户满意度关系研究  

The Relationship Between Service Quality of Mobile Medical APP and User Satisfaction in China

作　　者：曹峻玮 张贵花 路瑶 王佳桐[4] CAO Junwei;ZHANG Guihua;LU Yao(School of Business, Yeungnam University, Gyeongsan, 38541, Republic of Korea;不详)

机构地区：[1]韩国岭南大学电子融合商务学院,韩国庆山38541 [2]韩国岭南大学管理信息系统学院,韩国庆山38541 [3]扬州大学商学院,江苏扬州225100 [4]浙江工业职业技术学院,浙江绍兴312006

出　　处：《中国卫生质量管理》2022年第1期51-56,共6页Chinese Health Quality Management

基　　金：江苏省应急医疗物流规划路径研究项目(2020SJA1960);2020年浙江省教育科学规划课题“创业支持环境视域下的创业教育对高等职业院校学生创业行为影响机制研究”(2020SCG235)。

摘　　要：目的探讨移动医疗APP服务质量各维度与用户满意度的关系,提出针对性建议,为提高移动医疗APP服务质量提供参考。方法根据更新的信息系统成功理论(UDMISS),结合移动医疗服务质量模型,建立了移动医疗服务质量与用户满意度关系模型。通过问卷调查,使用PLS-SEM法对模型及假设进行验证。结果移动医疗APP系统质量中的可靠性、效率性、隐私性以及信息质量中的功利效益对用户使用满意度有积极影响,而交互质量对用户使用满意度影响不显著。结论重视应用便利性和患者隐私保护,提高移动医疗APP系统质量;提供个性化服务和心理咨询服务,提高移动医疗APP交互针对性;在确保移动医疗APP信息质量的同时提供适度信息数量,以改善患者使用体验。Objective To explore the relationship between various dimensions of service quality of mobile medical APP and user satisfaction,put forward targeted suggestions,and provide reference for improving mobile medical APP service quality.Methods Based on the Updated D&M Information System Success Theory(UDMISS)and mobile medical service quality model,the relationship model between mobile medical service quality and customer satisfaction were established.Through questionnaire survey,PLS-SEM method was used to verify the model and hypothesis.Results The reliability,efficiency and privacy of mobile medical APP system quality,as well as the utilitarian benefit of information quality,had a positive impact on user satisfaction,while the interaction quality had no significant impact on user satisfaction.Conclusion Pay attention to the convenience of application and the protection of patient privacy,improve the quality of mobile medical APP system;provide personalized services and psychological counseling services to improve the interactive pertinence of mobile medical APP;while ensuring the quality of mobile medical APP information,the appropriate amount of information should be provided to improve the user experience of patients.

关 键 词：移动医疗APP 服务质量 满意度 UDMISS理论 

分 类 号：R195.1[医药卫生—卫生统计学] R197[医药卫生—卫生事业管理]