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

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.