Patients’ perceptions of service quality in mobile health apps: the role of Need-for-Touch and physician characteristics in the post-COVID-19 era

What is it about?

This study explores what makes patients feel that mobile health (mHealth) apps provide high-quality service, especially after the COVID-19 pandemic. We focus on how the Need-for-Touch, people's desire for physical interaction, affects their perceptions when using apps instead of visiting doctors in person. We also examine how physician traits like listening, expertise, and credibility influence patients’ sense of connection and trust. Our findings show that building rapport through these physician traits plays a critical role in how patients evaluate service quality in mHealth apps. These insights can help app developers, healthcare providers, and policymakers design better digital healthcare experiences that meet users’ emotional and psychological needs.

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