Browse > Article
http://dx.doi.org/10.15722/jds.20.10.202210.105

Effects of Medical O2O Platform Quality Components on Continuous Use Intention to Information Distribution  

MYUNG, Ju-Dong (Seoul Business School, aSSIST University)
KIM, Bo-Young (Seoul Business School, aSSIST University)
Publication Information
Journal of Distribution Science / v.20, no.10, 2022 , pp. 105-117 More about this Journal
Abstract
Purpose: The digital healthcare business is rapidly growing due to the COVID-19 pandemic, and the medical service platform business based on smartphone apps is globally expanding. This study targeted medical information online to offline (O2O) platform users in the medical service field. It verified the effect relationship revealed in the continuous use intention of the platform with the mediation of platform quality components, namely perceived benefits, flow experience, and use satisfaction. Research design, data and methodology: Based on previous studies, three medical information O2O platform quality components, namely system quality, information quality, and service quality, were defined. And the questionnaire survey was carried out targeting 359 leading medical information O2O platform users in Korea. Results: As a result of the analysis, it was confirmed that system quality and service quality had a positive (+) effect on satisfaction and continuous use intention with the mediation of perceived benefits and flow experience. Meanwhile, information quality had a negative effect (-) on perceived benefits and flow experience and did not affect use satisfaction and continuous use intention. Conclusions: Consequently, it was ascertained that the system quality and service quality affecting user behavior and experience were more significant factors than information quality to medical information O2O platform users from the medical service aspect.
Keywords
O2O Platform; Distribution of Medical Information; Medical Service; Platform Quality; Continuous Use Intention;
Citations & Related Records
Times Cited By KSCI : 6  (Citation Analysis)
연도 인용수 순위
1 Kaufhold, M. A., Rupp, N., Reuter, C., & Habdank, M. (2020). Mitigating information overload in social media during conflicts and crises: design and evaluation of a cross-platform alerting system. Behaviour & Information Technology, 39(3), 319-342.   DOI
2 Kim, H., Ryu, M. H., Lee, D., & Kim, J. H. (2022). Should a small-sized store have both online and offline channels? An efficiency analysis of the O2O platform strategy. Journal of Retailing and Consumer Services, 64, 102823.   DOI
3 Byeon, S. H. (2020). A Study on the consumer disputes and protection measures of the digital healthcare market and O2O service. Journal of Arbitration Studies, 30(4), 121-138.
4 Cachon, G. P., Daniels, K. M., & Lobel, R. (2017). The role of surge pricing on a service platform with self-scheduling capacity. Manufacturing & Service Operations Management, 19(3), 368-384.   DOI
5 Chang, J. R., Chen, M. Y., Chen, L. S., & Chien, W. T. (2020). Recognizing important factors of influencing trust in O2O models: an example of OpenTable. Soft Computing, 24(11), 7907-7923.   DOI
6 Chen, C. C., Hsiao, K. L., & Hsieh, C. H. (2019). Understanding usage transfer behavior of two-way O2O services. Computers in Human Behavior, 100, 184-191.   DOI
7 Choi, S. G., & Choi, H. G. (2019). The Effect of O2O Platform Quality on Relationship Quality and Personal Behavior Value. International Journal of Advanced Culture Technology, 7(4), 86-95.   DOI
8 DeLone, W. H., & McLean, E. R. (1992). Information Systems Success: The Quest for the Dependent Variable. Information Systems Research, 3(1), 60-95.   DOI
9 Xiao, L., Mi, C., Zhang, Y., & Ma, J. (2019). Examining consumers' behavioral intention in O2O commerce from a relational perspective: An exploratory study. Information Systems Frontiers, 21(5), 1045-1068.   DOI
10 Wang, L. C., & Hsiao, D. F. (2012). Antecedents of flow in retail store shopping. Journal of retailing and consumer services, 19(4), 381-389.   DOI
11 Yang, C. T., Liu, J. C., Chen, S. T., & Lu, H. W. (2017). Implementation of a big data accessing and processing platform for medical records in cloud. Journal of medical systems, 41(10), 1-28.   DOI
12 Zhang, X., Wu, H., Chen, Y., Sun, L., & Wang, W. (2016). Establishment of evaluation model of O2O platform service quality based on SERVQUAL scale. China Pharmacy, 12(1), 1005-1008.
13 Selvaraj, S., & Sundaravaradhan, S. (2020). Challenges and opportunities in IoT healthcare systems: a systematic review. SN Applied Sciences, 2(1), 1-8.   DOI
14 Kim, J. C., & Chung, K. (2018). Mining health-risk factors using PHR similarity in a hybrid P2P network. Peer-to-Peer Networking and Applications, 11(6), 1278-1287.   DOI
15 Kim, Y., Wang, Q., & Roh, T. (2021). Do information and service quality affect perceived privacy protection, satisfaction, and loyalty? Evidence from a Chinese O2O-based mobile shopping application. Telematics and informatics, 56, 101483. https://doi.org/10.1016/j.tele.2020.101483   DOI
16 D'Souza, R. S., D'Souza, S., Strand, N., Anderson, A., Vogt, M. N., & Olatoye, O. (2020). YouTube as a source of medical information on the novel coronavirus 2019 disease (COVID-19) pandemic. Global public health, 15(7), 935-942.   DOI
17 Evans, D. S., & Schmalensee, R. (2008). Markets with two-sided platforms. Issues in Competition Law and policy, 28(1), 667-693.
18 Moon, Y., & Armstrong, D. J. (2020). Service quality factors affecting customer attitudes in online-to-offline commerce. Information Systems and e-Business Management, 18(1), 1-34.   DOI
19 Pan, Y., Wu, D., & Olson, D. L. (2017). Online to offline (O2O) service recommendation method based on multi-dimensional similarity measurement. Decision Support Systems, 103, 1-8.   DOI
20 Ram, J., Manoharan, A., & Sun, S. (2020). O2O adoption benefits: A managerial perspective of customer benefits. Electronic Journal of Information Systems Evaluation, 23(1), 65-78.
21 Song, X., Liu, X., & Wang, C. (2020). The role of telemedicine during the COVID-19 epidemic in China-experience from Shandong province. Critical care, 24(1), 1-4.   DOI
22 Tsai, T. M., Yang, P. C., & Wang, W. N. (2013). Pilot study toward realizing social effect in O2O commerce services, LNCS, 8238, 268-273.
23 Wan, X., Wang, N., & Liu, B. S. C. (2020). Impact of O2O platform multihoming and vertical integration on performance of local service firms - a quantile regression approach. Internet Research, 30(5), 1583-1610.   DOI
24 Wu, P. J., & Chien, C. L. (2021). AI-based quality risk management in omnichannel operations: O2O food dissimilarity. Computers & Industrial Engineering, 160, 107556. https://doi.org/10.1016/j.cie.2021.107556   DOI
25 Giao, H. N. K., Trung, B., & Truong, B. Q. (2019). Outbound service quality at Wan Hai Lines. The Journal of Asian Finance, Economics, and Business, 6(1), 177-185.   DOI
26 Lee, J. K., Choi, Y., Lim, E., Kim, Y., Ahan, S., & Kim, M. (2021). A Study on Factors Affecting Vender's Continuous Use Intention in O2O Delivery App Platform Service. Journal of Information Technology Services, 20(2), 13-31.   DOI
27 Klievink, B., Janssen, M., & Tan, Y. H. (2012). A stakeholder analysis of business-to-government information sharing: the governance of a public-private platform. International Journal of Electronic Government Research, 8(4), 54-64.   DOI
28 Fei, Y., & Li, W. Q. (2019). APnet, an innovative multidisciplinary medical information platform for acute pancreatitis. Revista Da Associacao Medica Brasileira, 65(2), 118-122.   DOI
29 Fu, H. (2018). Factors influencing user usage intention on intelligent logistics information platform. Journal of Intelligent & Fuzzy Systems, 35(3), 2711-2720.   DOI
30 Gal-Tzur, A., Bar-Lev, S., & Shiftan, Y. (2020). Using question & answer forums as a platform for improving transport-related information for tourists. Journal of Travel Research, 59(7), 1221-1237.   DOI
31 Hermes, S., Riasanow, T., Clemons, E. K., Bohm, M., & Krcmar, H. (2020). The digital transformation of the healthcare industry: exploring the rise of emerging platform ecosystems and their influence on the role of patients. Business Research, 13(3), 1033-1069.   DOI
32 Gorla, N., Somers, T. M., & Wong, B. (2010). Organizational impact of system quality, information quality, and service quality. The Journal of Strategic Information Systems, 19(3), 207-228.   DOI
33 Gupta, A. K., & Mann, K. S. (2014). Sharing of medical information on cloud platform-a review. IOSR Journal of Computer Engineering, 16(2), 08-11.   DOI
34 He, B., Mirchandani, P., Shen, Q., & Yang, G. (2021). How should local Brick-and-Mortar retailers offer delivery service in a pandemic World? Self-building Vs. O2O platform. Transportation Research Part E: Logistics and Transportation Review, 154, 102457. https://doi.org/10.1016/j.tre.2021.102457   DOI
35 Jadczyk, T., Kiwic, O., Khandwalla, R. M., Grabowski, K., Rudawski, S., Magaczewski, P., & Henry, T. D. (2019). Feasibility of a voice-enabled automated platform for medical data collection: CardioCube. International journal of medical informatics, 129, 388-393.   DOI
36 Lee, O. J., & Yang, D. W. (2017). A study on the effect of O2O service quality on user satisfaction and intention of reuse. Journal of Digital convergence, 15(6), 165-178.   DOI
37 Shen, C. W., Chen, M., & Wang, C. C. (2019). Analyzing the trend of O2O commerce by bilingual text mining on social media. Computers in Human Behavior, 101, 474-483.   DOI
38 Xin Ding, D., Hu, P. J. H., Verma, R., & Wardell, D. G. (2010). The impact of service system design and flow experience on customer satisfaction in online financial services. Journal of Service Research, 13(1), 96-110.   DOI
39 Xue, X., Han, H., Wang, S., & Qin, C. Z. (2016). Computational experiment-based evaluation on context-aware O2O service recommendation. IEEE Transactions on Services Computing, 12(6), 910-924.   DOI
40 Kang, M., Gao, Y., Wang, T. & Wang, M. (2015). The role of switching costs in O2O platforms: Antecedents and consequences. International Journal of Smart Home, 9(3), 135-150.   DOI
41 Lee, S. Y., Chun, S. Y., & Park, H. (2022). The impact of COVID-19 protocols on the continuity of care for patients with hypertension. International Journal of Environmental Research and Public Health, 19(3), 1735.   DOI
42 Li, C., Zegras, P. C., Zhao, F., Qin, Z., Shahid, A., Ben-Akiva, M., & Zhao, J. (2017). Enabling bus transit service quality co-monitoring through smartphone-based platform. Transportation Research Record, 2649(1), 42-51.   DOI
43 Zhao, X., Lin, W., Cen, S., Zhu, H., Duan, M., Li, W., & Zhu, S. (2021). The online-to-offline (O2O) food delivery industry and its recent development in China. European Journal of Clinical Nutrition, 75(2), 232-237.   DOI
44 Hsu, C. L., & Lu, H. P. (2004). Why do people play on-line games? An extended TAM with social influences and flow experience. Information & management, 41(7), 853-868.   DOI
45 Park, J. Y., & Park, D. W. (2016). Global O2O matching platform research based on clinics. Journal of the Korea Institute of Information and Communication Engineering, 20(8), 1517-1523.   DOI
46 Lin, M., Ma, L., & Ying, C. (2021). Matching daily home health-care demands with supply in service-sharing platforms. Transportation Research Part E: Logistics and Transportation Review, 145, 102177. https://doi.org/10.1016/j.tre.2020.102177   DOI
47 Li, S. H., Wang, C. Y., Lu, W. H., Lin, Y. Y., & Yen, D. C. (2012). Design and implementation of a telecare information platform. Journal of medical systems, 36(3), 1629-1650.   DOI
48 Yang, F. X., Li, X., Lau, V. M. C., & Zhu, V. Z. (2021). To survive or to thrive? China's luxury hotel restaurants entering O2O food delivery platforms amid the COVID-19 crisis. International Journal of Hospitality Management, 94, 102855. https://doi.org/10.1016/j.ijhm.2020.102855   DOI
49 Zhang, X., & Wang, Y. (2021). Research on intelligent medical big data system based on Hadoop and blockchain. EURASIP Journal on Wireless Communications and Networking, 2021(1), 1-21.   DOI
50 Zhao, J. (2020). Will the community O2O service supply channel benefit the elderly healthcare service supply chain?. Electronic Commerce Research, 1-34. https://doi.org/10.1007/s10660-020-09425-0   DOI
51 Chung, K., & Park, R. C. (2016). PHR open platform based smart health service using distributed object group framework. Cluster Computing, 19(1), 505-517.   DOI
52 Pei, Y., Xue, W., Yang, Y., Li, D., & Li, Y. (2019). The Impacts of user experience on user loyalty based on O2O innovation platform. Journal of Electronic Commerce in Organizations, 17(2), 79-87.   DOI
53 Montoya-Weiss, M. M., Voss, G. B., & Grewal, D. (2003). Determinants of online channel use and overall satisfaction with a relational, multichannel service provider. Journal of the academy of marketing Science, 31(4), 448-458.   DOI
54 Novak, T. P., & Hoffman, D. L. (1997). Measuring the flow experience among web users. Interval Research Corporation, 31(1), 1-35.
55 Osman, A. R., Saha, J., & Alam, M. M. D. (2017). The impact of service climate and job satisfaction on service quality in a higher education platform. International journal of learning and development, 7(3), 48-72.   DOI
56 Gu, W., Bao, P., & Lee, J. H. (2019). A Study on the Continuance Intention of O2O Fresh Agricultural Products E-Commerce. International Journal of Industrial Distribution & Business, 10(10), 35-44.
57 Du, Y., & Tang, Y. (2014). Study on the Development of O2O E-commerce Platform of China from the Perspective of Offline Service Quality. International Journal of Business and Social Science, 5(4), 308-312.
58 Ferhatoglu, M. F., Kartal, A., Ekici, U., & Gurkan, A. (2019). Evaluation of the reliability, utility, and quality of the information in sleeve gastrectomy videos shared on open access video sharing platform YouTube. Obesity surgery, 29(5), 1477-1484.   DOI
59 Gao, F., & Su, X. (2017). Omnichannel retail operations with buy-online-and-pick-up-in-store. Management Science, 63(8), 2478-2492.   DOI
60 Hamenda, A. (2018). An integrated model of service quality, price fairness, ethical practice and customer perceived values for customer satisfaction of sharing economy platform. International Journal of Business & Society, 19(3), 709-724.
61 Jung, H., & Chung, K. (2016). Life style improvement mobile service for high risk chronic disease based on PHR platform. Cluster Computing, 19(2), 967-977.   DOI
62 Van Alstyne, M. W., Parker, G. G. & Choudary, S. P. (2016), Pipelines, platforms, and the new rules of strategy. Harvard Business Review, 94(4), 54-62.
63 Rozman, N., Corn, M., Pozrl, T., & Diaci, J. (2019). Distributed logistics platform based on Blockchain and IoT. Procedia CIRP, 81, 826-831.   DOI
64 Satti, F. A., Ali, T., Hussain, J., Khan, W. A., Khattak, A. M., & Lee, S. (2020). Ubiquitous Health Profile (UHPr): a big data curation platform for supporting health data interoperability. Computing, 102(11), 2409-2444.   DOI
65 Skadberg, Y. X., & Kimmel, J. R. (2004). Visitors' flow experience while browsing a Web site: its measurement, contributing factors and consequences. Computers in human behavior, 20(3), 403-422.   DOI
66 Tang, D., Zhu, W., & Kuvshinov, A. (2018). A big data-driven approach to catering O2O modeling. Wireless Personal Communications, 103(1), 1089-1099.   DOI
67 Torkkeli, M. & Tuominen, M. (2002). The contribution of technology selection to core competencies. International Journal of Production Economics, 77(3), 271-284.   DOI
68 Voiskounsky, A. E., Mitina, O. V., & Avetisova, A. A. (2004). Playing online games: Flow experience. PsychNology Journal, 2(3), 259-281.
69 Wang, C., Wang, Y., Wang, J., Xiao, J., & Liu, J. (2021). Factors influencing consumers' purchase decision-making in O2O business model: evidence from consumers' overall evaluation. Journal of Retailing and Consumer Services, 61, 102565. https://doi.org/10.1016/j.jretconser.2021.102565   DOI
70 Chi, Y., Kang, M., Han, K. & Choi, J. (2016). A study on the discontinuance intention on O2O commerce: With a focus on the mediating effects of perceived risk and user resistance. International Journal of u- and e- Service, Science and Technology, 9(2), 207-218.   DOI
71 Ha, H. Y., & Kitchen, P. J. (2020). Positive crossover loyalty shifts or negative temporal changes? The evolution of shopping mechanism in the O2O era. European Journal of Marketing. 54(6), 1383-1405.   DOI
72 Huh, J. H., & Kim, T. J. (2019). A location-based mobile health care facility search system for senior citizens. The Journal of Supercomputing, 75(4), 1831-1848.   DOI
73 Bricon-Souf, N., Anceaux, F., Bennani, N., Dufresne, E., & Watbled, L. (2005). A distributed coordination platform for home care: analysis, framework and prototype. International Journal of Medical Informatics, 74(10), 809-825.   DOI
74 Wu, X., Zhang, Y., Wang, A., Shi, M., Wang, H., & Liu, L. (2020). MNSSp3: Medical big data privacy protection platform based on Internet of things. Neural Computing and Applications, 1-15. https://doi.org/10.1007/s00521-020-04873-z   DOI
75 Kang, J. W., & Namkung, Y. (2019). The information quality and source credibility matter in customers' evaluation toward food O2O commerce. International Journal of Hospitality Management, 78, 189-198.   DOI
76 Kang, M. J., Wu, Z., & Hwang, H. J. (2021). A Study on the Mediating Effect of Customer Orientation between O2O Service Quality and Customers' Perceived Service Satisfaction. Journal of Distribution Science, 19(2), 37-44.   DOI
77 Basili, M., & Rossi, M. A. (2020). Platform-mediated reputation systems in the sharing economy and incentives to provide service quality: the case of ridesharing services. Electronic Commerce Research and Applications, 39, 100835.   DOI