COVID-19 and people's continued trust in eHealth systems: a new perspective

Abstract

ABSTRACT Individuals’ use of eHealth services has increased significantly. However, the recent pandemic of coronavirus disease 2019 (COVID-19) has resulted in a significant reallocation of health resources and support. This study investigated the impact of service quality dimensions on individuals’ continued trust in eHealth during COVID-19. A decision-making trial and evaluation laboratory (DEMATEL) approach was used to identify and analyse the causal relationships between service quality dimensions and individuals’ continued trust in eHealth services. A total of 134 eHealth users (78 males and 56 females; aged 29–61 years) responded to the DEMATEL questionnaire. The results showed a variation in the impact of service quality factors on individuals’ continued trust in eHealth services. This study found three core factors (responsiveness, assurance and tangibility) that influence individuals’ continued trust in eHealth services. Other secondary factors (e.g. content quality, reliability, efficiency and hedonic benefits) were found to be primarily influenced by the core factors. The identified relationships in this study can aid the decision-making process of healthcare providers and increase the efficiency of healthcare delivery.