چالش پیاده سازی برنامه های سلامت همراه در بحران کرونا: شناسایی عوامل موثر بر کیفیت تجربه در برنامه های کاربردی سلامت همراه

نوع مقاله : مقاله پژوهشی (کیفی)

نویسندگان

1 گروه مدیریت، دانشگاه حضرت معصومه (س)، قم، ایران

2 کارشناس ارشد، مدیریت بازرگانی گرایش داخلی، دانشگاه حضرت معصومه (س)، قم، ایران

10.34785/J018.2022.020

چکیده

پژوهشگران اذعان داشته اند که بهبود کیفیت تجربه کاربران در برنامه های سلامت همراه منجر به پیشرفت های شگرفی در اجرای برنامه های پیشگیری و کاهش اپدیمی کرونا در دولت ها داشته است. با این حال، دانش محدودی در رابطه با اینکه چه عواملی بر تجربه مشتری در استفاده برنامه های کاربردی سلامت همراه تأثیر می‌گذارد، وجود دارد. لذا هدف پژوهش حاضر ارائه چارچوب عوامل موثر بر کیفیت تجربه مشتری در اپلیکیشن‌های سلامت است. تحقیق حاضر از نظر هدف از دسته پژوهش‌های کاربردی به‌شمار می‌رود از نظر ماهیت و روش توصیفی اکتشافی و به لحاظ رویکرد آمیخته می‌باشد. در مرحله نخست تحقیق، در کنار مرور جامع مطالعات، با بهره گیری از رویکرد کیفی به مصاحبه‌ های نیمه ساختار یافته‌ با 13 تن از متخصصان حوزه اپلیکیشن‌های سلامت پرداخته شد تا ابعاد و شاخص‌های کیفیت تجربه مشتری در اپلیکیشن‌های سلامت همراه شناسایی گردد. در مرحله دوم ابعاد و شاخص‌های شناسایی شده توسط کسانی که تجربه استفاده از این برنامه‌ها را داشتند با استفاده از روش میانگین موزون وزن‌دهی و اولویت بندی شدند. براساس یافته‌ها بعد از تکمیل چارچوب پژوهش پنج بعد؛ تکنولوژیکی و کارکردی، حسی، شناختی، عاطفی، تعاملی/اجتماعی و 55 شاخص طبقه بندی شده در هریک از ابعاد شناسایی و به تایید خبرگان و صاحب‌نظران جامعه آماری پژوهش رسید. نتایج یافته‌ها نشان داد؛ بعد تکنولوژیکی و کارکردی در رتبه نخست و بعد شناختی، حسی، تعاملی/ اجتماعی، بعد عاطفی به ترتیب در رتبه دوم تا آخر قرار دارد.

کلیدواژه‌ها


عنوان مقاله [English]

The Challenge of Implementing Mobile Health Applications in the Corona Crisis: Identifying Factors Affecting the Experience Quality in Mobile Health Applications

نویسندگان [English]

  • Mona Jami Pour 1
  • Atena Sabri Razm 2
1 Department of Business, Hazrat-e Ma'soumeh University (HMU), Qom, Iran
2 MA of Management, Business Department, Hazrate Masoumeh University, Qom, Iran
چکیده [English]

Researchers have acknowledged that improving the quality of the user experience in mobile health applications has led to significant improvements in the implementation of prevention programs and the reduction of coronary heart disease in governments. However, there is limited knowledge about what factors affect the customer experience in using mobile health applications. Therefore, the purpose of this study is to provide a framework of factors affecting the quality of customer experience in health applications. The present study is considered as an applied research in terms of purpose, is exploratory in terms of nature and descriptive method, and is mixed in terms of approach. In the first phase of the research, in addition to a comprehensive review of studies, using a qualitative approach, semi-structured interviews with 13 experts in the field of health applications were conducted to identify the dimensions and quality indicators of customer experience in mobile health applications. In the second stage, the dimensions and indicators identified by those who had experience using these programs were weighted and prioritized using the weighted average method. According to the findings, after completing the research framework, five dimensions; technological and functional, sensorial, cognitive, emotional, interactive/social and 55 indicators classified in each dimension were identified and approved by experts and experts of the statistical community. The results showed; Technological and functional dimension are in the first rank and cognitive, sensory, interactive / social dimension, emotional dimension are in the second rank to the last, respectively.

کلیدواژه‌ها [English]

  • Quality of experience
  • Mobile application
  • health application
  • corona crisis
جامی‌پور، مونا،؛ طالاری، محمد و بهادری، مهناز (1398). طراحی چارچوب مدیریت تجربه مشتری در تجارت اجتماعی: رویکردی آمیخته. مطالعات رفتار مصرف‌کننده، 6(2)، 46-67.
محمدی، فائزه؛ نعمتی‌زاده، سینا؛ حیدری، سید عباس و صفرزاده، حسین (1400). مدل تجربه آنلاین مشتری در دوره کوید19.  مطالعات رفتار مصرف‌کننده، 8(4)، 84-106.
 
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