Usage Behavior Intentions of Healthcare Consumers Using Healthcare Self-Service Technologies
DOI:
https://doi.org/10.53819/81018102t2185Abstract
Applications of Self-service technologies (SSTs) are changing the way healthcare organizations provide services to their patients. Although the use of SSTs has significantly changed service delivery and its use can satisfy patients' pursuit of efficient service, there is still a lack of adequate overview of research on how the use of SSTs affects healthcare consumers' experience in healthcare facility settings. Therefore, this study aimed to understand the usage intentions of healthcare consumers using healthcare self-service technologies. In this study, questionnaires were distributed in a regional hospital in Taiwan, and a total of 640 valid questionnaires were obtained. After relevant research and path analysis, it was found that the perceived usefulness of medical consumers to SSTs will affect their attitudes and behaviors. In addition, this study contributes to the literature on SSTs through the results of this study.
Keywords: Self-Service Technologies, Technology Acceptance Model, Perceived usefulness, Perceived ease of use, Attitude, Usage intention
References
Chow, M. M., Yeow, J. A., & See, C. K. (2022). Factors affecting generation Z’s intention to use self-service technology (SST). Journal of Business Management and Accounting, 12(1), 81-96.
Chuttur, M. (2009). Overview of the technology acceptance model: Origins, developments and future directions. 9(37): 9-37.
Curran, J. M., Meuter, M. L., & Surprenant, C. F. (2003). Intentions to use self-service technologies: a confluence of multiple attitudes. Journal of Service Research, 5(3), 209-224.
Davis, F. D., Bagozzi, R. P., & Warshaw, P. R. (1989). User acceptance of computer technology: A comparison of two theoretical models. Management science, 35(8), 982-1003.
Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of marketing research, 18(1), 39-50.
Galdolage, B. S. (2022). Exploring Customers’ Co-Learning Practices in Co-Creating Value with Self-Service Technologies. Sri Lanka Journal of Marketing, 8(1), 24-51.
Hassan, H., & Farmanesh, P. (2022). Customer adoption of self-service technologies in Jordan: Factors influencing the use of Internet banking, mobile banking, and telebanking. Management Science Letters, 12(3), 193-206.
Hilton, T., Hughes, T., Little, E., & Marandi, E. (2013). Adopting self-service technology to do more with less. Journal of Services Marketing, 27(1), 3-12.
Mansurov, B., & Rosengren, R. (2017). Self-service technologies: investigation on how self-service technologies influence the consumer’s perception of quality. Society and Engineering, Mälardalen University: Västerås, Sweden.
Mathieson, K. (1991). Predicting user intentions: comparing the technology acceptance model with the theory of planned behavior. Information systems research, 2(3), 173-191.
Meuter, M. L., Ostrom, A. L., Roundtree, R. I., & Bitner, M. J. (2000). Self-service technologies: understanding customer satisfaction with technology-based service encounters. Journal of marketing, 64(3), 50-64.
Nili, A., Tate, M., & Johnstone, D. (2019). The process of solving problems with self-service technologies: a study from the user’s perspective. Electronic Commerce Research, 19, 373-407.
Parasuraman, A., & Grewal, D. (2000). The impact of technology on the quality-value-loyalty chain: a research agenda. Journal of the Academy of Marketing Science, 28(1), 168-174.
Safaeimanesh, F., Kılıç, H., Alipour, H., & Safaeimanesh, S. (2021). Self-service technologies (SSTs)—the next frontier in service excellence: Implications for tourism industry. Sustainability, 13(5), 2604.
Scherer, A., Wünderlich, N. V., & Von Wangenheim, F. (2015). The value of self-service. MIS quarterly, 39(1), 177-200.
Tu, J. C., Luo, S. C., Lee, Y. L., Shih, M. F., & Chiu, S. P. (2022). Exploring usability and patient attitude towards a smart hospital service with the technology acceptance model. International Journal of Environmental Research and Public Health, 19(10), 6059.
Ugwuanyi, C. C., Oraedu, C., Ifediora, C. U., Izogo, E. E., Asongu, S. A., & Attamah, I. J. (2022). Understanding drivers of Self-Service Technology (SST) Satisfaction and Marketing Bottom Lines: evidence From Nigeria. International Journal of Technology and Human Interaction (IJTHI), 18(1), 1-21.
