移动健康APP用户满意度影响因素与关联路径研究  

Influencing Factors and Correlations of User Satisfaction with Mobile Health Applications

作　　者：是沁 谢靖 吴尚 SHI Qin;XIE Jing;WU Shang(School of Health Economics and Management,Nanjing University of Chinese Medicine,Nanjing 210023)

机构地区：[1]南京中医药大学卫生经济管理学院,南京210023

出　　处：《农业图书情报学报》2025年第1期33-46,共14页Journal of Library and Information Science in Agriculture

基　　金：江苏高校哲学社会科学研究一般项目“在线健康社区知识服务价值共创机制及其应用研究”(2023SJYB0327);江苏高校哲学社会科学研究重大项目“中医古籍文献预训练模型构建及其应用研究”(2023SJZD084)。

摘　　要：[目的/意义]旨在厘清移动健康APP用户满意度影响因素、层次关系及关联路径,为移动健康APP良性发展提供可行参考建议,助推健康中国与智慧医疗建设。[方法/过程]使用扎根理论从移动健康APP负面评论中归纳出用户满意度影响因素,并通过解释结构模型(ISM)与交叉影响矩阵相乘法(MICMAC)分析、验证各影响因素间的层级关系及作用路径。[结果/结论]研究发现移动健康APP用户满意度受医生服务质量、管理服务质量、系统质量、信息质量、交易质量、感知价值、感知风险、感知成本8个维度共23项因素影响,利用ISM模型,将23个影响因素分成顶层、中层、底层3个层次,根据MICMAC将影响因素分成了独立、自治、依赖3个影响因素群。研究结果为移动健康APP提升用户体验、优化服务质量和增加用户粘性提供对策与建议。[Purpose/Significance]Satisfaction is the patient's evaluation and emotional feedback on the entire mobile healthcare experience.Not only does it directly affect the patient's experience,but it also significantly influences user adoption and retention.Therefore,this study aims to explore the influencing factors,hierarchical relationships,and associated pathways of user satisfaction with mobile health applications,and provide scientific evidence and practical recommendations for the healthy development of mobile health applications,thereby promoting the construction of a healthy China and intelligent healthcare.By clarifying the key drivers of user satisfaction and their interactions,the study provides theoretical support for enhancing user experience,optimizing service quality,and increasing user retention.[Method/Process]This study first crawled,cleaned,and filtered negative user review data from mobile health applications,resulting in 539 valid data points after processing.Using the grounded theory,the study extracted factors influencing user satisfaction with mobile health applications by coding the review data.Subsequently,based on the interpretive structural model(ISM),the internal logic and associated pathways between these influencing factors were explored.Finally,the crossimpact matrix multiplication(MICMAC)method was used to examine the dependencies and driving forces among the influencing factors,and to identify the key factors affecting user satisfaction with mobile health applications.[Results/Conclusions]The study found that user satisfaction with mobile health applications is influenced by 23 factors across eight dimensions,including physician service quality,management service quality,system quality,information quality,transaction quality,perceived value,perceived risk,and perceived cost.Perceived cost and perceived risk are key drivers that directly affect user satisfaction.The middle-level factors transmit the effects of the bottom-level factors to the top level,acting as"mediators,"and consist o

关 键 词：移动健康APP 用户满意度 在线评论 解释结构模型 信息行为 

分 类 号：G252[文化科学—图书馆学]