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چالش پیاده سازی برنامه های سلامت همراه در بحران کرونا: شناسایی عوامل موثر بر کیفیت تجربه در برنامه های کاربردی سلامت همراه | ||
مطالعات رفتار مصرفکننده | ||
مقاله 2، دوره 9، شماره 4 - شماره پیاپی 1، بهمن 1401، صفحه 1-22 اصل مقاله (940.83 K) | ||
نوع مقاله: مقاله پژوهشی (کیفی) | ||
شناسه دیجیتال (DOI): 10.34785/J018.2022.020 | ||
نویسندگان | ||
مونا جامی پور* 1؛ آتنا صبری رزم2 | ||
1گروه مدیریت، دانشگاه حضرت معصومه (س)، قم، ایران | ||
2کارشناس ارشد، مدیریت بازرگانی گرایش داخلی، دانشگاه حضرت معصومه (س)، قم، ایران | ||
چکیده | ||
پژوهشگران اذعان داشته اند که بهبود کیفیت تجربه کاربران در برنامه های سلامت همراه منجر به پیشرفت های شگرفی در اجرای برنامه های پیشگیری و کاهش اپدیمی کرونا در دولت ها داشته است. با این حال، دانش محدودی در رابطه با اینکه چه عواملی بر تجربه مشتری در استفاده برنامه های کاربردی سلامت همراه تأثیر میگذارد، وجود دارد. لذا هدف پژوهش حاضر ارائه چارچوب عوامل موثر بر کیفیت تجربه مشتری در اپلیکیشنهای سلامت است. تحقیق حاضر از نظر هدف از دسته پژوهشهای کاربردی بهشمار میرود از نظر ماهیت و روش توصیفی اکتشافی و به لحاظ رویکرد آمیخته میباشد. در مرحله نخست تحقیق، در کنار مرور جامع مطالعات، با بهره گیری از رویکرد کیفی به مصاحبه های نیمه ساختار یافته با 13 تن از متخصصان حوزه اپلیکیشنهای سلامت پرداخته شد تا ابعاد و شاخصهای کیفیت تجربه مشتری در اپلیکیشنهای سلامت همراه شناسایی گردد. در مرحله دوم ابعاد و شاخصهای شناسایی شده توسط کسانی که تجربه استفاده از این برنامهها را داشتند با استفاده از روش میانگین موزون وزندهی و اولویت بندی شدند. براساس یافتهها بعد از تکمیل چارچوب پژوهش پنج بعد؛ تکنولوژیکی و کارکردی، حسی، شناختی، عاطفی، تعاملی/اجتماعی و 55 شاخص طبقه بندی شده در هریک از ابعاد شناسایی و به تایید خبرگان و صاحبنظران جامعه آماری پژوهش رسید. نتایج یافتهها نشان داد؛ بعد تکنولوژیکی و کارکردی در رتبه نخست و بعد شناختی، حسی، تعاملی/ اجتماعی، بعد عاطفی به ترتیب در رتبه دوم تا آخر قرار دارد. | ||
کلیدواژهها | ||
کیفیت تجربه؛ برنامه کاربردی؛ برنامه کاربردی سلامت؛ بحران کرونا | ||
مراجع | ||
جامیپور، مونا،؛ طالاری، محمد و بهادری، مهناز (1398). طراحی چارچوب مدیریت تجربه مشتری در تجارت اجتماعی: رویکردی آمیخته. مطالعات رفتار مصرفکننده، 6(2)، 46-67.
محمدی، فائزه؛ نعمتیزاده، سینا؛ حیدری، سید عباس و صفرزاده، حسین (1400). مدل تجربه آنلاین مشتری در دوره کوید19. مطالعات رفتار مصرفکننده، 8(4)، 84-106.
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