The mediating role of e-satisfaction in the effect of mobile health application usability on behavioral intention: The case of E-Nabız

With the development of mobile technologies, the list of needs of health consumers is increasing day by day. The ease of use and satisfaction levels of mobile health applications developed in the face of these needs should always be measured. Because a health application that is not well designed or developed without considering consumer satisfaction can create negative thoughts in consumers and change their intention to recommend and choose again. The aim of this study is to determine the mediating role of e-satisfaction concept in the effect of mobile health application usability on behavioral intention. The study sample consists of health consumers aged 18 and over who use the E-Nabız application throughout Turkey. In the data of 889 people obtained by survey using convenience sampling method, structural equation modeling with AMOS program for the main hypotheses and difference analysis with SPSS program for the sub-hypotheses were applied. First, validity and reliability studies were conducted. Then, the data were subjected to factor analysis and normal distribution analysis. When the results showed normal distribution, t tests and one-way ANOVA tests, which are parametric tests, were applied for the difference analyzes measured in line with the research objectives. Correlation analysis was also performed to determine the relationship between the variables. As a result of the structural parity model evaluation, it was determined that mobile application usability has no direct significant effect on behavioral intention, while the concept of e-satisfaction has an indirect effect with a full mediation role. In addition, the mediating role of e-satisfaction on the behavioral intention of positive and negative uses, which are the sub-dimensions of mobile application usability, was examined, and in this case, it was seen that e- satisfaction fully mediated the effect of positive use on behavioral intention, but negative use had no direct or indirect effect on behavioral intention. Finally, in the evaluation of the sub-hypotheses, it was found that mobile application usability, e-satisfaction, behavioral intention and their sub-dimensions showed significant differences according to socio-demographic characteristics.