Skip to main content

Advertisement

SpringerLink
Log in

Continuance of mHealth services at the bottom of the pyramid: the roles of service quality and trust

  • Special Theme
  • Published:
Electronic Markets Aims and scope Submit manuscript

Abstract

Continued usage of information systems (or, IS continuance) has proven to be a critical success parameter for ICT implementation at the top of the global economic pyramid. However, there are few studies which have explored continued IS usage at the bottom of the economic pyramid (BOP) though it represents the majority of the world’s population. To fill this knowledge gap, this study develops an mHealth continuance model at the BOP framing the impact of two post adoption expectation beliefs (i.e., perceived service quality and perceived trust). This study extends ECM (expectation confirmation model) perspective synthesizing the extant literature on continued IS usage, service quality and consumer trust. The proposed model was empirically tested within the context of mHealth (mobile health) services at the BOP, applying PLS (partial least squares) under a cross sectional study. The findings confirm that both perceived service quality and perceived trust have significant explanatory power under an integrated ECM providing superior prediction of continuance intentions. The study concludes by discussing conceptual contributions, practical implications, limitations and future research directions.

This is a preview of subscription content, log in via an institution to check access.

Access this article

Log in via an institution

Price excludes VAT (USA)
Tax calculation will be finalised during checkout.

Instant access to the full article PDF.

Institutional subscriptions

Fig. 1
Fig. 2
Fig. 3

Similar content being viewed by others

References

  • Ahluwalia, P., & Varshney, U. (2009). Composite quality of service and decision making perspectives in wireless networks. Decision Support Systems, 46(2009), 542–551.

    Article  Google Scholar 

  • Ajzen, I. (1991). The theory of planned behavior. Organizational Behavior and Human Decision Processes, 50, 179–211.

    Article  Google Scholar 

  • Ajzen, I., & Fishbein, M. (1980). Understanding attitudes and predicting social behavior. Englewood Cliffs: Prentice-Hall.

    Google Scholar 

  • Akter, S., & Ray, P. (2010). mHealth- an ultimate platform to serve the unserved. IMIA Yearbook of Medical Informatics, 94–100.

  • Akter, S., D’Ambra, J., & Ray, P. (2010). Service quality of mHealth: development and validation of a hierarchical model using PLS. Electronic Markets, 20(3), 209–227.

    Article  Google Scholar 

  • Akter, S., D’Ambra, J., & Ray, P. (2011). Trustworthiness in mHealth information services: an assessment of a hierarchical model with mediating and moderating effects using partial least squares (PLS). Journal of the American Society for Information Science and Technology, 62(1), 100–116.

    Article  Google Scholar 

  • Alter, S. (2010). Viewing systems as services: a fresh approach in the IS field. Communications of the AIS, 26(11), 195–224.

    Google Scholar 

  • Andaleeb, S. S. (2001). Service quality perceptions and patient satisfaction: a study of hospitals in a developing country. Social Science & Medicine, 52(9), 1359–1370.

    Article  Google Scholar 

  • Anderson, E. W., & Sullivan, M. W. (1993). The antecedents and consequences of customer satisfaction for firms. Marketing Science, 12(2), 125–143.

    Article  Google Scholar 

  • Au, N., Ngai, E. W. T., & Cheng, T. C. E. (2002). A critical review of end-user information system satisfaction research and a new research framework. Omega, 30, 451–478.

    Article  Google Scholar 

  • Baroudi, J. J., & Orlikowski, W. J. (1988). A short-form measure of user information satisfaction: a psychometric evaluation and notes on use. Journal of MIS, 4(4), 44–59.

    Google Scholar 

  • Barrett, C. R. (2008). Perspectives on inclusive ICT business by intel. Electronic Markets, 18(4), 300–301.

    Article  Google Scholar 

  • Bauer, H., Grether, M., & Leach, M. (2002). Building customer relations over the internet. Industrial Marketing Management, 31, 155–163.

    Article  Google Scholar 

  • Bejou, D., Ennew, C. T., & Palmer, A. (1998). Trust, ethics and relationship satisfaction. International Journal of Bank Marketing, 16(4), 170–175.

    Article  Google Scholar 

  • Bhattacherjee, A. (2001a). An empirical analysis of the antecedents of electronic commerce service continuance. Decision Support Systems, 32, 201–214.

    Article  Google Scholar 

  • Bhattacherjee, A. (2001b). Understanding information systems continuance. An expectation–confirmation model. MIS Quarterly, 25(3), 351–370.

    Article  Google Scholar 

  • Bhattacherjee, A. (2002). Individual trust in online firms: scale development and initial test. Journal of Management Information Systems, 19(1), 211–241.

    Google Scholar 

  • Bhattacherjee, A., & Premkumar, G. (2004). Understanding changes in belief and attitude toward information technology usage: a theoretical model and an empirical test. MIS Quarterly, 28, 229–255.

    Google Scholar 

  • Blau, P. M. (1964). Exchange and power in social life. New York: Wiley.

    Google Scholar 

  • Brady, M. K., & Cronin, J. J. (2001). Some new thoughts on conceptualizing perceived service quality: a hierarchical approach. Journal of Marketing, 65(July), 34–49.

    Article  Google Scholar 

  • Brady, M. K., & Robertson, C. J. (2001). Searching for a consensus on the antecedent role of service quality and satisfaction: an exploratory cross-national study. Journal of Business Research, 51(1), 53–60.

    Article  Google Scholar 

  • Brommey, M. (2003). Challenges in e-health service delivery. 2nd annual online summit. Available at: http://www.health.gov.au/healthonline/docs/summit2/brommeyer.pdf [accessed 2010 September 24].

  • Chatterjee, S., Chakraborty, S., Sarker, S., Sarker, S., & Lau, Y. F. (2009). Examining the success factors for mobile work in healthcare: a deductive study. Decision Support Systems, 46, 620–633.

    Article  Google Scholar 

  • Chin, W. W. (1998). The partial least squares approach to structural equation modeling. In G. A. Marcoulides (Ed.), Modern business research methods (pp. 295–336). Mahwah: Lawrence Erlbaum Associates.

    Google Scholar 

  • Chin, W. W. (2001). PLS – graph user’s guide version 3.0. Houston: Soft Modeling Inc.

    Google Scholar 

  • Chin, W. W. (2010). How to write up and report PLS analyses. In V. Esposito Vinzi, W. W. Chin, J. Henseler, & H. Wang (Eds.), Handbook of partial least squares: Concepts, methods and application (pp. 645–689). Germany: Springer.

    Google Scholar 

  • Chin, W. W., & Newsted, P. R. (1999). Structural equation modeling analysis with small samples using partial least squares. In R. Hoyle (Ed.), Statistical strategies for small sample research (pp. 307–341). Thousand Oaks: Sage Publications.

    Google Scholar 

  • Chiou, J., & Droge, C. (2006). Service quality, trust, specific asset investment, and expertise: direct and indirect effects in a satisfaction-loyalty framework. Journal of the Academy of Marketing Science, 34(4), 613–627.

    Article  Google Scholar 

  • Chou, S. W., & Chen, P. Y. (2009). The influence of individual differences on continuance intentions of enterprise resource planning (ERP). International Journal of Human Computer Studies, 67, 484–496.

    Article  Google Scholar 

  • Cohen, J. (1988). Statistical power analysis for the behavioral sciences (2nd ed.). Hillsdale: L. Erlbaum Associates.

    Google Scholar 

  • Cronin, J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. Journal of Marketing, 56(July), 55–68.

    Article  Google Scholar 

  • Cronin, J. J., Brady, M. K., & Hult, G. T. (2000). Assessing the effects of quality, value and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193–218.

    Article  Google Scholar 

  • Dabholkar, P. A., Shepard, C. D., & Thorpe, D. I. (2000). A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study. Journal of Retailing, 76(2), 139–173.

    Article  Google Scholar 

  • Dagger, T. S., Sweeney, J. C., & Johnson, L. W. (2007). A hierarchical model of health service quality: scale development and investigation of an integrated model. Journal of Service Research, 10(2), 123–142.

    Article  Google Scholar 

  • Dahlberg, O., Mallat, N., Ondrus, J., & Zmijewska, A. (2008). Past, present and future of mobile payments research: A literature review. Electronic Commerce Research & Applications, 7(2), 165–181.

    Google Scholar 

  • Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319–340.

    Article  Google Scholar 

  • Deluca, J. M., & Enmark, R. (2000). E-health: the changing model of healthcare. Front Health Service Management, 17(1), 3–15.

    Google Scholar 

  • Efron, B., & Tibshirani, R. J. (1993). An introduction to the bootstrap. New York: Chapman and Hall.

    Google Scholar 

  • Eisingerich, B. A., & Bell, J. S. (2008). Perceived service quality and customer trust: does enhancing customers’ service knowledge matter? Journal of Service Research, 10(3), 256–268.

    Article  Google Scholar 

  • Faul, F., Erdfelder, E., Buchner, A., & Lang, G. A. (2009). Statistical power analyses using G*Power 3.1: tests for correlation and regression analyses. Behavior Research Methods, 41(4), 1149–1160.

    Article  Google Scholar 

  • Flavian, C., Guinaliu, M., & Gurrea, R. (2006). The role played by perceived usability, satisfaction and consumer trust on website loyalty. Information Management, 43, 1–14.

    Article  Google Scholar 

  • Fornell, C., & Bookstein, F. L. (1982). Two structural equation models: LISREL and PLS applied to consumer exit-voice theory. Journal of Marketing Research (19), November 1982, pp. 440–452.

  • Fornell, C., & Cha, J. (1994). Partial least squares. In R. Bagozzi (Ed.), Advanced methods of marketing (pp. 52–78). Cambridge: Blackwell.

    Google Scholar 

  • Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39–50.

    Article  Google Scholar 

  • Gefen, D., & Straub, D. W. (2004). Consumer trust in B2C e-ecommerce and the importance of social presence: experiments in e products and e services. Omega, 32, 407–424.

    Article  Google Scholar 

  • Gefen, D., Karahanna, E., & Straub, D. W. (2003). Trust and TAM in online shopping: an integrated model. MIS Quarterly, 27(1), 51–90.

    Google Scholar 

  • Geisser, S. (1975). The predictive sample reuse method with applications. Journal of the American Statistical Association, 70(350), 320–328.

    Article  Google Scholar 

  • Gotlieb, J. B., Dhruv, G., & Stephen, W. B. (1994). Consumer satisfaction and perceived quality: complementary or divergent constructs. Journal of Applied Psychology, 79(6), 875–885.

    Article  Google Scholar 

  • Gregor, S. (2006). The nature of theory in information systems. MISQ, 30(3), 611–642.

    Google Scholar 

  • Gronroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36–44.

    Article  Google Scholar 

  • Gwinner, K. P., Gremler, D. D., & Bitner, M. J. (1998). Relational benefits in services industries: the customer’s perspective. Journal of the Academy of Marketing Science, 26(2), 101–114.

    Article  Google Scholar 

  • Hammond, A. L., Kramer, W. J., Katz, R. S., Tran, J. T., & Walker, C. (2007). The next four billion: Market size and business strategy at the base of the pyramid. Washington: World Resources Institute and International Finance Corporation.

    Google Scholar 

  • Hart, S. L., & Milstein, M. B. (2003). Creating sustainable value. The Academy of Management Executive, 17(2), 56–67.

    Article  Google Scholar 

  • Hong, S.-J., & Tam, K. Y. (2006). Understanding the adoption of multipurpose information appliances: the case of mobile data services. Information Systems Research, 17(2), 162–179.

    Article  Google Scholar 

  • Ivatury, G., Moore, J., & Bloch, A. (2009). A doctor in your pocket: health hotlines in developing countries. Innovations: Technology, Governance, Globalization, 4(1), 119–153.

    Article  Google Scholar 

  • Jarvenpaa, S. L., Tractinsky, N., & Vitale, M. (2000). Consumer trust in an internet store. Information Technology and Management, 1(1–2), 45–71.

    Article  Google Scholar 

  • Jasperson, J., Carter, P. E., & Zmud, R. W. (2005). A comprehensive conceptualization of post-adoptive behaviors associated with information technology enabled work systems. MIS Quarterly, 29(3), 525–557.

    Google Scholar 

  • Johnson, D., & Grayson, K. (2005). Cognitive and affective trust in service relationships. Journal of Business Research, 58, 500–507.

    Article  Google Scholar 

  • Kalil, T. (2009). Harnessing the mobile revolution. Innovations: Technology, Governance, Globalization, 4(1), 11–26.

    Article  Google Scholar 

  • Kandachar, P., & Halme, M. (2008). Sustainability challenges and solutions at the base of the pyramid. Sheffield: Greenleaf Publishing.

    Google Scholar 

  • Kang, S. Y., Hong, S., & Lee, H. (2009). Exploring continued online service usage behavior, the roles of self image congruity and regret. Computers in Human Behavior, 25, 111–122.

    Article  Google Scholar 

  • Kaplan, W. A. (2006). Can the ubiquitous power of mobile phones be used to improve health outcomes in developing countries? Global Health, 2–9.

  • Kaplan, B., & Litwka, S. (2008). Ethical challenges of telemedicine and telehealth. Cambridge Quarterly of Healthcare Ethics, 17, 401–416.

    Article  Google Scholar 

  • Karahanna, E., Straub, D. W., & Chervany, N. L. (1999). Information technology adoption across time: a cross-sectional comparison of pre-adoption and postadoption beliefs. MIS Quarterly, 23(2), 183–213.

    Article  Google Scholar 

  • Kassim, N. M., & Abdullah, N. A. (2008). Customer loyalty in e-commerce settings: an empirical study. Electronic Markets, 18(3), 275–290.

    Article  Google Scholar 

  • Kim, D. J., Ferrin, D. L., & Rao, H. R. (2008). A trust-based consumer decision-making model in electronic commerce: the role of trust, perceived risk, and their antecedents. Decision Support Systems, 44, 544–564.

    Article  Google Scholar 

  • Liao, C., Chen, J.-L., & Yen, D. C. (2007). Theory of planning behavior (TPB) and customer satisfaction in the continued use of e-service. An integrated model. Computers in Human Behavior, 23(6), 2804–2822.

    Article  Google Scholar 

  • Limayem, M., Hirt, S. G., & Cheung, C. M. K. (2007). How habit limits the predictive power of intention: the case of information systems continuance. MIS Quarterly, 31(4), 705–737.

    Google Scholar 

  • Lin, C. P., & Bhattacherjee, A. (2007). Extending technology usage models to interactive hedonic technologies: A theoretical model and empirical test. Information Systems Journal, 1–19.

  • Lin, C. P., & Bhattacherjee, A. (2009). Understanding online social support and its antecedents: a socio-cognitive model. The Social Science Journal, 46, 724–737.

    Article  Google Scholar 

  • Lin, C. S., Wu, S., & Tsai, R. J. (2005). Integrating perceived playfulness into expectation–confirmation model for web portal context. Information Management, 42(5), 683–693.

    Article  Google Scholar 

  • London, T. (2008). The base-of-the-pyramid perspective: A new approach to poverty alleviation. In G. T. Solomon (Ed.), Academy of Management Best Paper Proceedings (CD).

  • London, T. (2009). Making better investments at the base of the pyramid. Harvard Business Review, 87(5), 106–113.

    Google Scholar 

  • London, T., & Hart, S. L. (2004). Reinventing strategies for emerging markets: beyond the transnational model. Journal of International Business Studies, 35(5), 350–370.

    Article  Google Scholar 

  • Mallat, N. (2007). Exploring consumer adoption of mobile payments – a qualitative study. The Journal of Strategic Information Systems, 16(4), 413–432.

    Article  Google Scholar 

  • Mechael, P. (2009). The case for mHealth in developing countries. Innovations: Technology, Governance, Globalization, 4(1), 103–118.

    Article  Google Scholar 

  • Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, July, 20–38.

  • Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460–469.

    Article  Google Scholar 

  • Oliver, R. L. (1993). Cognitive, affective, and attribute bases of the satisfaction response. Journal of Consumer Research, 20(3), 418–430.

    Article  Google Scholar 

  • Orlikowski, W., & Iacono, C. S. (2001). Research commentary: desperately seeking the “IT” in IT research—a call to theorizing the IT artifact. Information Systems Research, 12(2), 121–134.

    Article  Google Scholar 

  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 5–6.

    Google Scholar 

  • Parthasarathy, M., & Bhattacherjee, A. (1998). Understanding post-adoption behavior in the context of online services. Information Systems Research, 9(4), 362–379.

    Article  Google Scholar 

  • Patterson, P. G., Johnson, L. W., & Spreng, R. A. (1997). Modeling the determinants of customer satisfaction for business-to-business professional services. Journal of the Academy of Marketing Science, 25(1), 4–17.

    Article  Google Scholar 

  • Prahalad, C. K. (2004). The fortune at the bottom of the pyramid: Eradicating poverty through profits. Upper Saddle River: Wharton School Publishing.

    Google Scholar 

  • Prahalad, C. K., & Hammond, A. (2002). Serving the world’s poor, profitably. Harvard Business Review, 80(9), 48–57.

    Google Scholar 

  • Prahalad, C. K., & Hart, S. L. (2002). The fortune at the bottom of the pyramid. Strategy + Business, 26, 2–14.

    Google Scholar 

  • Premkumar, G., & Bhattacherjee, A. (2008). Explaining information technology usage: a test of competing models. Omega, 36, 64–75.

    Article  Google Scholar 

  • Quelch, J., & Klein, L. (1996). The internet and international marketing. Sloan Management Review, 1996, 60–75.

    Google Scholar 

  • Rangan, V. K., Quelch, J. A., Herrero, G., & Barton, B. (2007). Business solutions for the global poor: Creating social and economic value. San Francisco: Jossey-Bass.

    Google Scholar 

  • Rosa, J. A., & Viswanathan, M. (2007). Product and market development for subsistence marketplaces. Oxford: Elsevier Ltd.

    Google Scholar 

  • Rust, R. T., & Zahorik, A. J. (1993). Customer satisfaction, customer retention, and market share. Journal of Retailing, 69(2), 193–215.

    Article  Google Scholar 

  • Saga, V. L., & Zmud, R. W. (1994). The nature and determinants of IT acceptance, routinization, and infusion. In L. Levine (Ed.), Diffusion, transfer and implementation of information technology (pp. 67–86). Amsterdam: Elsevier Science.

    Google Scholar 

  • Sen, A. (1999). Development as freedom. Oxford: Oxford University Press.

    Google Scholar 

  • Spreng, R. A., MacKenzie, S. B., & Olshavsky, R. W. (1996). A reexamination of the determinants of customer satisfaction. Journal of Marketing, 60(3), 15–32.

    Article  Google Scholar 

  • Srideshmukh, D., Singh, J., & Sabol, B. (2002). Consumer trust, value and loyalty in relational exchanges. Journal of Marketing, 66, 15–37.

    Article  Google Scholar 

  • Stone, M. (1974). Cross validatory choice and assessment of statistical predictions. Journal of the Royal Statistical Society, 36(2), 111–147.

    Google Scholar 

  • Tenenhaus, M., Vinzi, V. E., Chatelin, Y.-M., & Lauro, C. (2005). PLS path modeling. Computational Statistics and Data Analysis, 48(1), 159–205.

    Article  Google Scholar 

  • Teo, T. S. H., & Liu, J. (2007). Consumer trust in e-commerce in the United States, Singapore and China. Omega, 35(1), 22–38.

    Article  Google Scholar 

  • Teo, T. S. H., Srivastava, S. C., & Jiang, L. (2008). Trust and electronic government success: an empirical study. Journal of Management Information Systems, 25(3), 99–131.

    Article  Google Scholar 

  • Thong, J. Y. L., Hong, S.-J., & Tam, K. Y. (2006). The effects of post-adoption beliefs on the expectation–confirmation model for information technology continuance. International Journal of Human Computer Studies, 64(9), 799–810.

    Article  Google Scholar 

  • United Nations. (2008). The millennium development goals report. New York: United Nations.

    Google Scholar 

  • United Nations Foundation and Vodafone Foundation. (2009). mHealth for development: The opportunity of mobile technology for healthcare in developing world. Available at: http://www.vitalwaveconsulting.com/insights/mHealth.htm [Accessed May 23, 2011].

  • Van der Heijden, H. (2004). User acceptance of hedonic information systems. MIS Quarterly, 28(4), 695–704.

    Google Scholar 

  • Varshney, U. (2005). Pervasive healthcare: applications, challenges and wireless solutions. Communications of the Association for Information Systems, 16(3), 57–72.

    Google Scholar 

  • Venkatesh, V., Morris, M. G., Davis, G. B., & Davis, F. D. (2003). User acceptance of information technology: toward a unified view. MIS Quarterly, 27(3), 425–478.

    Google Scholar 

  • Viswanathan, M., Gajendiran, S., & Venkatesan, R. (2008). Understanding and enabling marketplace literacy in subsistence contexts: the development of a consumer and entrepreneurial literacy educational programs in south India. International Journal of Educational Development, 23(3), 300–319.

    Article  Google Scholar 

  • Vital Wave Consulting. (2008). mHealth in the global south: Landscape analysis. Available at: http://www.vitalwaveconsulting.com/pdf/mHealth_in_the_Global_South_Landscape_Analysis.pdf [Accessed May 23, 2011].

  • Walsham, G., Robey, D., & Sahay, S. (2007). Foreword: special issue on information systems in developing countries. MIS Quarterly, 31(2), 317–326.

    Google Scholar 

  • Wetzels, M., Schroder, G. O., & Oppen, V. C. (2009). Using PLS path modeling for assessing hierarchical construct models: guidelines and empirical illustration. MIS Quarterly, 33(1), 177–195.

    Google Scholar 

  • Whetten, D. A. (1989). What constitutes a theoretical contributions. Academy of Management Review, 14(4), 490–495.

    Google Scholar 

  • World Bank. (2004). World development report: Making services work for poor people. New York: Oxford University Press.

    Google Scholar 

  • World Health Organization. (2006). The world health report 2006—Working together for health. Geneva: WHO.

    Google Scholar 

  • Zeithaml, V. (1987). Defining and relating price, perceived quality, and perceived value (pp. 87–101). Cambridge: Marketing Science Institute. Report No. 87–101.

    Google Scholar 

  • Zeithaml, V. A. (2000). Service quality, profitability, and the economic worth of customers: what we know and what we need to learn. Journal of the Academy of Marketing Science, 28(1), 67–85.

    Article  Google Scholar 

Download references

Acknowledgments

This research was funded by the Asia Pacific Ubiquitous Healthcare Research Centre (APuHC), The University of New South Wales, Australia. The authors appreciate and gratefully acknowledge the conceptual direction of late Prof. C.K. Prahalad (University of Michigan) and data analysis support of Prof. Wynne W. Chin (University of Houston). The authors also thank the data collection team of WHO global mHealth assessment project (Bangladesh Chapter) comprising Benzir Shaon, Saida Mona, Waheduzzaman Adnan, Ismat Ara and Shafayet Ullah for their invaluable help. Finally, the authors are grateful to Doug Vogel (Guest Editor) and two anonymous reviewers for their valuable comments and suggestions.

Author information

Authors and Affiliations

  1. School of Management and Marketing, University of Wollongong, New South Wales, 2522, Australia

    Shahriar Akter

  2. Australian School of Business, University of New South Wales, New South Wales, 2052, Australia

    Pradeep Ray & John D’Ambra

Authors
  1. Shahriar Akter
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Pradeep Ray
    View author publications

    You can also search for this author in PubMed Google Scholar

  3. John D’Ambra
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Shahriar Akter.

Additional information

Responsible editor: Doug Vogel

Appendix

Appendix

Table 10 Path coefficients, standard error, T-values
Full size table

Rights and permissions

Reprints and permissions

About this article

Cite this article

Akter, S., Ray, P. & D’Ambra, J. Continuance of mHealth services at the bottom of the pyramid: the roles of service quality and trust. Electron Markets 23, 29–47 (2013). https://doi.org/10.1007/s12525-012-0091-5

Download citation

  • Received:

  • Accepted:

  • Published:

  • Issue Date:

  • DOI: https://doi.org/10.1007/s12525-012-0091-5

Keywords

JEL classification

Search

Navigation