Does “hospital loyalty” matter? Factors related to the intention of using a mobile app
Received 4 March 2019
Accepted for publication 21 June 2019
Published 31 July 2019 Volume 2019:13 Pages 1283—1294
Checked for plagiarism Yes
Review by Single-blind
Peer reviewers approved by Dr Colin Mak
Peer reviewer comments 2
Editor who approved publication: Dr Johnny Chen
Yun-Hsuan Lin,1,2 Jong-Long Guo,3 Hsiao-Pei Hsu,2 Li-Shu Yang,4 Ya-Lin Fu,2,4 Chiu-Mieh Huang5
1Department of Nursing, Ching Kuo Institute of Management and Health, Keelung, Taiwan; 2Department of Nursing, School of Nursing, National Yang-Ming University, Taipei, Taiwan; 3Department of Health Promotion and Health Education, College of Education, National Taiwan Normal University, Taipei, Taiwan; 4Department of Nursing, Mackay Junior College of Medicine, Nursing, and Management, Taipei, Taiwan; 5Institute of Clinical Nursing, School of Nursing, National Yang-Ming University, Taipei, Taiwan
Purpose: This study aimed to explore the association between hospital loyalty, perceived usefulness of a mobile app, perceived ease of use of that mobile app, and satisfaction with the app’s use as well as predicting patients’ intended use of the app.
Patients and methods: Purposive sampling was adopted in a cross-sectional survey. The participants were outpatients at the traditional Chinese medicine departments of three hospitals in northern Taiwan (n=125). The self-report questionnaire comprised information about sociodemographics and scales related to hospital loyalty, perceived usefulness of the mobile app, its perceived ease of use, satisfaction with its use, and its usage intention. The data were analyzed using structural equation modeling.
Results: The four factors explained 70% variance in usage intention. The perceived usefulness of the mobile app directly and indirectly affects their usage intention, but its perceived ease of use had only indirect effects on the usage intention. Perceived usefulness and perceived ease of use influence the usage intention through satisfaction. The women’s hospital loyalty does not directly affect the usage intention of the mobile app, but indirectly affects it through perceived usefulness and perceived ease of use of the mobile app.
Keywords: usage intention, patient engagement, hospital loyalty, technology acceptance model, mobile application
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