Behavioral responses resulting from e-health services and the role of user satisfaction: the case of the online diabetes test

Hai Thi Thanh Nguyen, Tommi Tapanainen*, Geoffrey Hubona

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review


The advancement of technologies has made it possible for health-care organizations to provide convenient online services that enable people to manage their health conditions. Although many studies have investigated the adoption and benefits of e-health services, there has been little focus on health-oriented behaviors after adoption, particularly in relation to service quality and user satisfaction.

This paper is based on the SOR model and service quality theories to investigate behavioral responses, including word-of-mouth, intention to use and intention to act. The authors use a partial least squares structural equation modeling analysis with 194 participants and the diabetes risk test survey in Finland.

The results show that people are willing to engage in health self-management behaviors if they intend to use the e-health service and are satisfied with it. User satisfaction can be enhanced by improving the visual appeal of the website presentation, the quality of the presented information, as well as the usability of the website, all as components of e-health services.

The authors contribute by creating a construct “intention to act,” referring to health-oriented behaviors resulting from e-health service use. In addition, this study is among the first to apply the SOR model to investigate how user satisfaction leads to intention to use, intention to act and word-of-mouth.
Original languageEnglish
Pages (from-to)141-163
Number of pages23
JournalJournal of Systems and Information Technology
Issue number2
Early online date18 Apr 2024
Publication statusPublished - 7 May 2024


  • E-health
  • Online diabetes test
  • Health self-management
  • Service quality
  • User satisfaction
  • Word-of-mouth
  • Intention to use
  • Intention to act


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