Applied Artificial Intelligence and user satisfaction: Smartwatch usage for healthcare in Bangladesh during COVID-19. (November 2021)

• Record Type: Journal Article
• Authors: Uzir, Md Uzir Hossain; Al Halbusi, Hussam; Lim, Rodney; Jerin, Ishraq; Abdul Hamid, Abu Bakar; Ramayah, Thurasamy; Haque, Ahasanul
• Is Part Of: Technology in society. Volume 67(2021)
• Publication Date: 2021-11
• Subjects: Applied artificial intelligence -- User experience -- User trust -- User satisfaction -- Smartwatches -- COVID-19; Technology -- Social aspects -- Periodicals; 303.483
• DOI: 10.1016/j.techsoc.2021.101780
• Languages: English
• ISSNs: 0160-791X

Abstract

Abstract: The evolution of Artificial Intelligence (AI) has revolutionized many aspects of human life, including healthcare. Amidst the Covid-19 pandemic, AI-enabled smartwatches are being used to help users to self-monitor and self-manage their health. Using a framework based on Stimulus-Organism-Response (S–O-R) theory, this present study aimed to explore the use of AI-enabled smartwatches for health purposes, in particular the effects of product quality, service quality, perceived convenience, and perceived ease of use on user experience, trust and user satisfaction. Based on a purposive survey sample of 486 smartphone users in Bangladesh, data collected was analyzed using SPSS software for elementary analyses and PLS-SEM for hypotheses testing. The findings showed that the predictors, namely product quality, service quality, perceived convenience, and perceived ease of use, significantly affected user experience and trust. Similarly, user experience and trust were influential on user satisfaction and played partial mediating roles between predictors and user satisfaction. Besides, gender and age moderate the relationships of experience and trust with customer satisfaction. These findings support the S–O-R theoretical framework and have practical implications for brand and marketing managers of smartwatches in developing product features and understanding users' attitudes and behaviours. Graphical abstract: Image 1 Highlights: Artificial Intelligence is widely used, including by human healthcare workers like a physician. Smartwatches are used to detect a patient's diabetic condition, blood pressure, heartrate, and other regular health issues. Findings showed that elderly patients (users) have positive experiences, and trust and are satisfied with this tool. During the COVID-19 pandemic, AI-enabled smartwatches are helpful for older people because they need not to go to the doctor. The study's findings have theoretical and practical implications.