Document Type : Original Research


1 Assistant Professor, Faculty of Entrepreneurship, University of Tehran, Tehran, Iran

2 Assistant Professor, University of Tehran, Tehran, Iran

3 Faculty of Entrepreneurship, University of Tehran, Tehran, Iran


Development of new technologies, particularly information technology (IT) has a great impact on the health care area and the quality of life style. IT advancement and integration of the internet and digital technologies in mobile health (M-Health) platform has made the health care delivery, affordable and accessible around the world through mobile phones. Although the m-Health has many benefits, it causes increasing concerns about improvement of the service quality in this field. Improvement of the M-Health service quality has attracted much attention in the academic and practitioner communities in recent years. However, empirical research in this area is not sufficiently adequate. This paper deals with identifying the factors affecting on m-health service quality which is required by health clients in small and medium-sized enterprises in Iran. This study has been conducted via a qualitative approach which includes semi-structured interviews with 12 professionals and experts of the information technology and e-health fields. Results have been demonstrated based on the encoding method. Furthermore, the findings have been compared with other studies. As a result of this study, a new conceptual model for m-health service quality has been developed. Finally, it is argued that the results of this study are applicable in organizations, which involve in e-health field to improve the quality of mobile services for health.


Akter, S., D’Ambra, J., Ray, P. (2013). “Development and validation of an instrument to measure user perceived service quality of m-Health”, Information & Management 50 (2013) 181–195
Akter, S., D’Ambra, J., Ray, P. (2010). “User perceived services quality of m-Health services indeveloping countries”, The Proceedings of the Eighteen European Conference on Information Systems, Pretoria, South Africa,
Babakus, E., Gregory, W. B., (1992). “An empirical assessment of the SERVQUAL scale”, Journal of Business Research 24 (3), pp. 253–268.
Babakus, E., Gregory, W. B. (1992). “An empirical assessment of the SERVQUAL scale”, Journal of Business Research 24 (3), , pp. 253–268
Brady, M. K., Cronin, J. J. (2001). “Some new thoughts on conceptualizing perceived service quality: a hierarchical approach”, Journal of Marketing 65 (July), pp. 34–49.
Brook, R., Kathleen, N. W, (1975). Quality of health care for the disadvantaged, Journal of Community Health1 (2), PP.132-156.
Carman, J. M. (1990). “Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions”, Journal of Retailing 66 (1), pp. 33–55.
Cronin, J. J., S. A. Taylor, (1992).“Measuring service quality: a reexamination and extension”, Journal of Marketing 56 (July), pp. 55–68.
Dabholkar, P. A., Thorpe, D. I., Rentz, J. O. (1996). “A measure of service quality for retail stores: scale development and validation”, Journal of the Academy of Marketing Science 24 (1), pp. 3–16.
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), pp. 123–142.
Donabedian A. (1992). Quality confidence in health care: consumers’ role, Quality in Health Care 1, PP.247-251.
Donabedian, A. (1996). Evaluating the quality of medical care, Milbank Memorial Fund Quarterly 44, PP. 166-206.
Donabedian, A., (1980). The Definitions of Quality and Approaches to its Assessment, (vo1.I), health Administration Press, Chicago.
Fassnacht, M., Koese, I., (2006). ”Quality of electronic services: conceptualizing and testing a hierarchical model”, Journal of Service Research 9 (19), , pp. 19–37.
Gronroos, C., (1984). A service quality model and its marketing implications, European Journal of Marketing 18 (4), PP. 36-44.
Gronroos, C., (1982). “Strategic Management and Marketing in the Service Sector”, Swedish School of Economics and Business Administration, Helsingfor.
International Telecommunication Union, ITU Mobile Health Initiative (2010), available at:
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), pp. 5–6.
Parasuraman, A., Zeithaml, V.A., Malhotra, A. (2005). “E-S-QUAL: a multiple-item scale for assessing electronic service quality”, Journal of Service Research 7 (3), , pp. 213–233.
RACE (1994) UMTS System Structure Document, Issue 1.0. RACE 2066 Mobile Networks (MONET), CEC Deliverable No: R2066/LMF/GA1/DS/P/052/b1.
Rust, T. R., Oliver, R. L., (1994). Service quality: insights and managerial implications from the frontier, in: Trust Roland, Richard L. Oliver (Eds.), Service Quality: New Directions in Theory and Practice, Sage, Thousand Oaks, CA, pp.1–19.
Akter, S., D’Ambra, J., Ray, P. (2013). “Development and validation of an instrument to measure user perceived service quality of m-Health”, Information & Management, 50, 181–195
United Nations Foundation and Vodafone Foundation (2009). M-Health for Development: The Opportunity of Mobile Technology for Healthcare in Developing World, available at: (accessed 03.09.10).
Varshney, U., (2006). Using wireless technologies in healthcare, International Journal of Mobile Communications 4 (3), PP. 354-368.
Vita Wave Consulting (2010). “m-Health in the Developing World-a Landscape Analysis”, available at:
Zeithaml, V. A., (1987). “Defining and Relating Price, Perceived Quality, and Perceived Value”, Marketing Science Institute, Cambridge, MA, , Report No. 87-101.