Abstract
The coronavirus disease 2019 (COVID-19) has changed the way we use and perceive online services. This study examined the influence of service quality factors during COVID-19 on individuals' intention to continue use mHealth services. A decision-making trial and evaluation laboratory (DEMATEL) approach was used to identify and analyse the relationships between service quality and individuals' intention to continue use mHealth during the COVID-19 pandemic. Individuals' direct, indirect, and interdependent behaviours in relation to service quality and continues use of mHealth were studied. A total of 126 respondents were involved in this study. The results identified several associations between service quality factors and individuals' continuous use of mHealth. The most important factor found to influence users’ decision to continuously use mHealth was assurance, followed by hedonic benefits, efficiency, reliability, and content quality. The relevant cause-and-effect relationships were identified and the direction for quality improvement was discussed. The outcomes from this study can support healthcare policy makers to swiftly and widely respond to COVID-19 challenges. The findings provide fundamental insights for healthcare organisations to promote continuous use of mHealth among people by prioritising service improvements.
•There is no evidence to demonstrate the impact of COVID-19 on users' continued intention to use mHealth.•A multiple-criteria decision-making approach was used to study the causal relationships between certain service quality factors.•Individuals' decision to continuously use mHealth was linked to service assurance, hedonic benefits, efficiency, reliability, and content quality.