Exploring Business Strategies for the Sustainable Health Service Ecosystem: A Delone and McLean Information Systems Success Model Perspective

Currently, there is an ongoing call to increase collective understanding on how to design and optimize business strategies for a sustainable healthcare ecosystem. In this vein, the DeLone and McLean (D&M) Information Systems Success Model is broadly used to evaluate information systems and their application to lightweight apps. However, research on the quality factors that influence consumer behavior in lightweight applications remains limited. The D&M model with flow experience is applied in this study to examine how quality factors influence consumer behavior in healthcare WeChat mini-programs. This study uses a questionnaire and structural equation modeling (SEM) to analyze and find that health consciousness moderates the relationships between information quality, system quality, service quality, and flow experience. Findings suggest that positive flow experiences enhance user trust and satisfaction, promoting continued use of lightweight applications for healthcare services. This study proposes strategies to enhance user engagement, trust, and satisfaction in the development of personalized health applications tailored to varying levels of health consciousness. This study offers specific guidance for stakeholders, including health app developers, designers, and policymakers, to help them optimize functional design based on varying levels of health awareness, enhance users' trust, and provide an immersive experience.