title: Adopting customers' empowerment and social networks to encourage participations in e-health services.
abstract: The aim of this article is to present an e-health model that embeds empowerment and social network intervention that may extend the role of customers in health care settings. A 25-item Likert-type survey instrument was specifically developed for this study and administered to a sample of 108 participants in Indonesia from October to November 2012. The data were analyzed to provide ideas on how to move forward with the e-health initiative as a means to improve e-health services. The survey revealed that there is a high demand for customers' empowerment and involvement in social networks to improve their health literacy and customer satisfaction. Regardless of the limitations of the study, the participants have responded with great support for the abilities of the prototype systems drawn from the survey. The survey results were used as requirements to develop a system prototype that incorporates the expectations of the people. The prototype (namely Clinic 2.0) was derived from the model and confirmed from the survey. Participants were selected to use the system for three months, after which we measured its impact towards their health literacy and customer satisfaction. The results show that the system intervention through Clinic 2.0 leads to a high level of customer satisfaction and health literacy.
authors.affiliation: Faculty of Business Economics and Policy Studies, Universiti Brunei Darussalam. anshari@yahoo.com
authors.forename: Muhammad
authors.initials: M
authors.lastname: Anshari
authors.affiliation: Faculty of Business Economics and Policy Studies, Universiti of Brunei Darussalam, Brunei Darussalam.
authors.forename: Mohammad Nabil
authors.initials: MN
authors.lastname: Almunawar
authors.affiliation: University of South Australia.
authors.forename: Patrick Kim Cheng
authors.initials: PK
authors.lastname: Low
authors.affiliation: PAPRSB Institute of Health, Universiti of Brunei Darussalam, Brunei Darusssalam.
authors.forename: Zaw
authors.initials: Z
authors.lastname: Wint
authors.affiliation: Department of Health Policy & Management, Jackson State University, Jackson, Mississippi, USA.
authors.forename: Mustafa Z
authors.initials: MZ
authors.lastname: Younis
mesh_terms: D000328:Adult; D003159:Community-Institutional Relations; D003258:Consumer Behavior; D054626:Consumer Health Information / Q000379:methods*; D005260:Female; D057220:Health Literacy / Q000379:methods*; D006801:Humans; D007214:Indonesia; D020407:Internet; D008297:Male; D008875:Middle Aged; D010358:Patient Participation; D011209:Power, Psychological; D060756:Social Networking; D011795:Surveys and Questionnaires; D017216:Telemedicine / Q000379:methods*; D055815:Young Adult