Satisfaction with and Continuous Usage Intention towards Mobile Health Services: Translating Users’ Feedback into Measurement

Abstract

With advances in information and communication technology and the rapid development of the mobile Internet, mobile health (m-health) management applications (apps) play a key role in modern health assistance programs. However, m-health management apps still face major dilemmas in ensuring user satisfaction and continuous use. Based on resolving the contradiction between the multiple complex and ambiguous demands of users and the limited development resources of companies, this study explores ways to improve user satisfaction and the willingness to sustain m-health management app usage to build efficient and clear m-health management app demand insights and development strategies. This study integrates the advantages of the Kano model and the decision-making trial and evaluation laboratory (DEMATEL) method. From the systematic level, an attribute acquisition-classification-key attribute extraction and influence relationship quantification-hierarchy analytic hierarchy model was built. The research results provide implications for further improvement efforts to consider not only technological capabilities but also effective insights into the attributes that are highly expected by users, thus improving the accuracy of app function positioning and, in turn, enhancing user satisfaction and continuous usage intention. Additionally, the results provide decision-makers in enterprises and relevant research and development (R&D) departments with clear and efficient app requirement relationships and development strategies.