System Quality, Interaction Quality, Information Quality, User Satisfaction, Monetary Cost and Continuance Intention to Use M-Health in United Arab Emirates

Mobile health (M-health) is acknowledged as an effective technological driver for establishing a health system. It is also the provider for innovative medical care services due to its potential in providing accessibility to relevant health information and increase productivity in health distribution. However, the application of this service is still in its infancy stage and surrounded by many constraints, especially the lack of motivation to use M-health. It is argued that improving the service quality system of M-health is the key driver for user satisfaction and continuance intention to use M-health. However, most of the past studies in the quality system are derived from the users’ perspectives focusing on either the objective or subjective measurements of the quality, hence, leading to biases. To fulfil the research gap, this study aimed to examine the effects of the quality system (both the objective and subjective measurements) on the user satisfaction and continuance intention to use M-health services among diabetic patients in the UAE. A survey was distributed to 292 of the diabetes users in the UAE. The data was analysed using Smart PLS. The results indicated that interaction quality and system quality significantly affected both continued intention to use and user satisfaction towards M-health. Meanwhile, information quality had a substantial effect on user satisfaction but not on continuance intention. The findings also showed that the relationship between user satisfaction and continued intention to use M-health was shown to be moderated by the monetary cost. This study contributed to the current literature by testing the Information System Success Model (ISSM) in a healthcare setting in the UAE. The study was finalised by discussing the theoretical, practical, and methodological contributions, as well as study shortcomings and future research recommendations.