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KMID : 0926620210260010001
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Korean Journal of Hospital Management
2021 Volume.26 No. 1 p.1 ~ p.16
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The Effect of Hospital Mobile App Service Quality on Consumer Satisfaction, Involvement, and Reuse Intention
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Pak Sun-Young
Cho Na-Eun
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Abstract
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Purpose: The purpose of the study is to identify the influence of the hospital mobile app service quality on consumer satisfaction, involvement, and re-use intention of consumers who have experience in hospital mobile app service.
Methodology: The survey was conducted on 230 users. The collected data were analyzed using correlation analysis, multiple regression analysis, and the Process Model in Hayes(2013).
Findings: (1)The usability, reliability, and medical information provision among the service quality factors of hospital mobile apps had an effect on reuse intention, and consumer satisfaction partially mediated. (2)The usability and the provision of medical information were partially mediated by the involvement, which also affected the intention to reuse. (3)Only reliability showed an age-moderated effect. In reliability and re-use intent, age was a moderated mediating effect that controlled the effect of consumer satisfaction.
Practical Implications: The results of this study provide initial data of mobile app services centered on hospitals and prove the type of consumer usage. It suggests that it can be used to attract potential consumers of hospitals and strategies to increase the use of mobile apps.
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KEYWORD
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Hospital Mobile App Service Quality, Consumer Satisfaction, Involvement, Reuse Intention
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