E-health Services Quality and Its Impact on User Satisfaction in Saudi Arabia

Abstract

Purpose – The use of information technology in the healthcare sector has resulted in many potential benefits for all stakeholders, especially healthcare managers and users. Recently, the COVID-19 outbreak has created challenges for healthcare organizations in managing and controlling this pandemic. For this, there has become an urgent need to fundamentally modify health services and work to accelerate the spread of digital medicine to reduce the epidemic's impact on society. User satisfaction is the central dimension of healthcare service evaluation through service quality dimensions that the user sees as essential in the healthcare sector. This research investigates the e-health service quality dimensions that affect user satisfaction during the Corona pandemic in Saudi Arabia.
Design/Methodology/Approach – A proposed model based on the 5Qs and Service Quality model of mHealth is used to support the framework of the current study. This model examines the impact of e-health services quality dimensions: information quality, process quality, system quality, and communication quality on user satisfaction. A cross-sectional study is designed to investigate the study by collecting data using an online survey of 261 users of e-health applications.
Findings – The findings show that respondents positively support the e-health services quality dimensions.
Originality/Value – Through the specific quality dimensions, this study contributes to the design of better e-health services and the development of a public policy framework to support users' satisfaction with using these services.