Effect of Medical Care Platform Monitoring System on to Customer Interaction and Loyalty

Abstract

Two-step stratified sampling was performed from 31 Taiwanese e-health companies and 362 users. By using hierarchical linear modeling, the study presents a research model which includes service innovation, value co-creation, interactive quality, perceived value, satisfaction, and e-loyalty. The results show that individual-level value perception has a significant positive impact on satisfaction; interaction quality has a significant positive effect on electronic loyalty; and corporate level value creation and service innovation have a direct impact on value perception and interactive quality. Overall, value perception plays an intermediary role in the relationship between service innovation and value creation and satisfaction. For future researchers, the paper provides a theoretical model of the relation between co-creation and service innovation on e-health platforms. Keywords—service innovation; value co-creation; interactive quality; e-health