Evaluating the Service Quality of Mobile Health Versus Clinic Based Intervention in Hearing Healthcare. A Comparative Study

Authors

  • Florian Ross Doctoral School in Management and Organizational Science, MATE Hungarian University of Agriculture and Life Sciences - Kaposvár Campus, Kaposvár, Hungary
  • Atilla Wohllebe Doctoral School in Management and Organizational Science, MATE Hungarian University of Agriculture and Life Sciences - Kaposvár Campus, Kaposvár, Hungary https://orcid.org/0000-0001-5848-3453

DOI:

https://doi.org/10.3991/ijim.v15i10.21725

Keywords:

Hearing Healthcare, Mobile Health, Service Quality, Tele-Medicine

Abstract


Hearing Healthcare is in midst of a paradigm shift and the use of mobile health technologies plays therefore a major role. Through the Bluetooth connectivity between the hearing aids and the smartphone with an accompanying app, the HCP can remotely access hearing aid settings during an online video session. In this study, 30 subjects were divided into a tele-audiology intervention and a clinic-based control group and followed up after an initial fitting for four weeks. At the beginning, structured interviews were used to determine the expectations on the service quality of a Hearing Aid Company, and these were compared with the actual perceived performances at the end of the study using the SERVQUAL model. Various advantages and disadvantages of both forms of intervention were identified. It could be concluded that a combination of both variants ensures the greatest possible perception of service quality.

Author Biographies

Florian Ross, Doctoral School in Management and Organizational Science, MATE Hungarian University of Agriculture and Life Sciences - Kaposvár Campus, Kaposvár, Hungary

Florian Ross is currently working on his PhD at the Doctoral School in Management and Organizational Sciences, Hungarian University of Agriculture and Life Sciences - Kaposvár Campus, Hungary. His research focuses on hearing aids, teleaudiology and retail. Ross currently lives in Regensburg, Germany, where he runs several hearing aid shops.

Atilla Wohllebe, Doctoral School in Management and Organizational Science, MATE Hungarian University of Agriculture and Life Sciences - Kaposvár Campus, Kaposvár, Hungary

Atilla Wohllebe works in retail and e-commerce. He helps companies to meet the challenges of digitization both strategically and technologically. He holds a M. Sc. in E-Commerce from Wedel University of Applied Sciences, Germany, and is currently a Ph. D. student at Hungarian University of Agricultural and Life Sciences - Kaposvár Campus, Hungary. His research topics include mobile apps & digital marketing, e-commerce & retail, and agile working methods.

Downloads

Published

2021-05-25

How to Cite

Ross, F., & Wohllebe, A. (2021). Evaluating the Service Quality of Mobile Health Versus Clinic Based Intervention in Hearing Healthcare. A Comparative Study. International Journal of Interactive Mobile Technologies (iJIM), 15(10), pp. 21–32. https://doi.org/10.3991/ijim.v15i10.21725

Issue

Vol. 15 No. 10 (2021)

Section

Papers