The impact of quality dimensions on the continuance intention to use of Mobile Health Services: The mediating role of inertia and customer satisfaction

The continuous growth of information technology and public access to communication systems have opened new horizons in the field of healthcare, including mobile healthcare. Due to the limited studies conducted in the field of mobile health technologies in Iran, this study investigated the impact of quality dimensions on the continuance intention to use mobile health services with the mediating role of inertia and customer satisfaction on 2020. This study is categorized as applied and descriptive research. The statistical population included all students of Karaj Islamic Azad University were approximately 30,000 people. The sample size(n=379) was calculated with Cochran's formula. To select the sample, the convient sampling method was used and the questionnaire was distributed among students of Karaj Islamic Azad University who have used mobile services in the field of healthcare. The content validity of questionnaire was confirmed using expert's opinion and its reliability was confirmed by Cronbach's alpha coefficient. Data analysis was performed using the structural equation modeling in AMOS software. Findings indicate that different dimensions of service quality, including privacy, reliability, usability, content quality, interaction quality, environmental quality and outcome quality, with the mediating role of customer satisfaction have a positive and significant impact on the continuance intention to use. Also, environmental quality and outcome quality with the mediating role of interia have a positive and significant impact on the continuance intention to use. In addition, engagement, privacy, reliability and content quality also have a direct and significant impact on the continuance intention to use.