ABSTRACT
Loyalty towards digital health services has received unprecedented attention and acceptance during the Covid-19 pandemic period. However, whether this popularity will be retained into the future and the factors that can influence such loyalty is undetermined. This paper provides insight into this issue through a cross-cultural examination of the influence of digital service quality (e-quality) on consumer satisfaction and loyalty (e-loyalty) in the digital health service sector during a pandemic. A fuzzy-set qualitative comparative analysis (fsQCA) is applied using a sample of 50 customers drawn from different professions across different countries who actively showed loyalty towards digital health during the pandemic. Research constructs evaluation for reliability and internal consistency was subsequently performed using Cronbach's alpha and Correlation analysis. The results reveal a significant positive relationship between service quality and the twin outcomes of consumer satisfaction and loyalty, while the findings established satisfaction as a prominent mediator for digital health. Findings from the fsQCA analysis identified four core factors that underpin loyalty in digital health platforms. Alternative paths have been identified based on gender, current education status, and other professions. In addition, two topologies are introduced taking digital health services from different platforms during the pandemic. Because of the primary nature of the data, this is first-hand experience gathered from the people who are directly or indirectly involved in receiving help from digital health services in a pandemic context. The application of the fsQCA technique for examining loyalty towards digital health services is applied in the e-health or digital health literature for the first time. The study findings will assist digital health service providers seeking insight into the factors that influence loyalty of e-health service consumers, enabling them to focus more accurately on the service quality dimensions that are effective in influencing consumer satisfaction and retention. The findings of this study contain a number of contributions, illustrating different topologies towards digital health that provide educators and policymakers with valuable insights.
ABSTRACT
Purpose: The COVID-19 epidemic has brought attention to the variables that influence the mental health of health workers who are entrusted with nursing individuals. Despite the fact that many articles have examined the effects of social media usage on mental health, there is a lack of research synthesizing learning from this body of research. The purpose of this study is to use text mining and citation-based bibliometric analysis to conduct a detailed review of extant literature on health workers' mental health and social networking habits. Design/methodology/approach: This study conducts a full-text analysis of 36 articles selected on health workers' mental health and social media using text-mining techniques in R programming and a bibliometric citation analysis of 183 papers from the Scopus database in VOS viewer software. But the limitations of the methods used in this study are that the bibliometric analysis was limited to the Scopus database because the VOS viewer program did not support any other database and the text-mining approach caused the natural processing redundancy. Findings: The bibliometric analysis reveals the thematic networks that exist in the literature of health workers' mental health and social networking. The findings from text mining identified ten topic models, which helped to find the related papers classified in ten different groups and are provided alongside a summary of the published research and a list of the primary authors with posterior probability through Latent Dirichlet Allocation. Originality/value: To the best of the authors' knowledge, this is the first hybrid review, combining text mining and bibliometric review, on health workers' mental health where social networking plays a moderating role. This paper critically provides an overview of the impact of social networking on health workers' mental health, presents the most important and frequent topics, introduces the scientific visualization of articles published in the Scopus database and suggests further research avenues. These findings are important for academics, health practitioners and medical specialists interested in learning how to better support the mental health of health workers using social media. © 2022, Emerald Publishing Limited.