The impact of connected health technologies on the quality of service delivered by home care companies: Focus on trust and social presence.

The objective of this paper is to focus on the impact of connected health technologies on the quality of service delivered by home care companies for the seniors. The focus will be on "trust" and "social presence" dimensions. We used SERVQUAL for measuring the quality of service delivered by home care companies. We targeted elderly people using connected health technologies (assistive alarm, telecare, sensors, etc.) at home and receiving health care at home. We received 213 questionnaires back by post. As we had several latent variables, we used partial least squares (PLS). The results show that the level of trust in these technologies impacts significantly almost all dimensions of SERVQUAL. In parallel, the perception of the social presence with the use of these technologies impacts positively the and dimensions of SERVQUAL.