Trust and online consumer health service success

Mou, Jian; Cohen, Jason F.

doi:10.1177/0266666916642507

Cited by 23 publications

(16 citation statements)

References 90 publications

(169 reference statements)

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“…Last, in contrast with prior research [ 26 - 29 ], trust was not a significant factor in our model. To explain this unexpected finding, it may be relevant to consider how sensitive the information disclosed by Dialogue users is and how severe the health issues addressed through Dialogue are.…”

Section: Discussioncontrasting

confidence: 90%

“…IT users’ behavioral intentions have also been shown to depend on users’ level of trust with a technology and its provider [ 26 - 29 ]. Trust is defined as a party’s willingness to be vulnerable to the actions of a second party, whereas the latter is expected to act in the interests of the former, regardless of the former’s ability to monitor or control the latter [ 30 ].…”

Section: Introductionmentioning

confidence: 99%

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Investigating Patients’ Intention to Continue Using Teleconsultation to Anticipate Postcrisis Momentum: Survey Study

et al. 2020

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Background The COVID-19 crisis has drastically changed care delivery with teleconsultation platforms experiencing substantial spikes in demand, helping patients and care providers avoid infections and maintain health care services. Beyond the current pandemic, teleconsultation is considered a significant opportunity to address persistent health system challenges, including accessibility, continuity, and cost of care, while ensuring quality. Objective This study aims at identifying the determinants of patients’ intention to continue using a teleconsultation platform. It extends prior research on information technology use continuance intention and teleconsultation services. Methods Data was collected in November 2018 and May 2019 with Canadian patients who had access to a teleconsultation platform. Measures included patients’ intention to continue their use; teleconsultation usefulness; teleconsultation quality; patients’ trust toward the digital platform, its provider. and health care professionals; and confirmation of patients’ expectations toward teleconsultation. We used structural equation modeling employing the partial least squares component-based technique to test our research model and hypotheses. Results We analyzed a sample of 178 participants who had used teleconsultation services. Our findings revealed that confirmation of expectations had the greatest influence on continuance intention (total effects=0.722; P<.001), followed by usefulness (total effects=0.587; P<.001) and quality (total effects=0.511; P<.001). Usefulness (β=.60; P<.001) and quality (β=.34; P=.01) had direct effects on the dependent variable. The confirmation of expectations had direct effects both on usefulness (β=.56; P<.001) and quality (β=.75; P<.001) in addition to having an indirect effect on usefulness (indirect effects=0.282; P<.001). Last, quality directly influenced usefulness (β=.34; P=.002) and trust (β=.88; P<.001). Trust does not play a role in the context under study. Conclusions Teleconsultation is central to care going forward, and it represents a significant lever for an improved, digital delivery of health care in the future. We believe that our findings will help drive long-term teleconsultation adoption and use, including in the aftermath of the current COVID-19 crisis, so that general care improvement and greater preparedness for exceptional situations can be achieved.

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Section: Discussioncontrasting

confidence: 90%

Section: Introductionmentioning

confidence: 99%

Investigating Patients’ Intention to Continue Using Teleconsultation to Anticipate Postcrisis Momentum: Survey Study

et al. 2020

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“…As DeLone and McLean [ 12 ] suggest, a positive use experience will result in increased user satisfaction. Similarly, increased patient satisfaction will result in increased continuance use [ 57 ]. Because user satisfaction is a significant influencer of user retention, it is often regarded as the most useful and easiest way of evaluating an IS [ 14 ].…”

Section: Methodsmentioning

confidence: 99%

Patient Continued Use of Online Health Care Communities: Web Mining of Patient-Doctor Communication

Wu¹

2018

J Med Internet Res

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BackgroundIn practice, online health communities have passed the adoption stage and reached the diffusion phase of development. In this phase, patients equipped with knowledge regarding the issues involved in health care are capable of switching between different communities to maximize their online health community activities. Online health communities employ doctors to answer patient questions, and high quality online health communities are more likely to be acknowledged by patients. Therefore, the factors that motivate patients to maintain ongoing relationships with online health communities must be addressed. However, this has received limited scholarly attention.ObjectiveThe purpose of this study was to identify the factors that drive patients to continue their use of online health communities where doctor-patient communication occurs. This was achieved by integrating the information system success model with online health community features.MethodsA Web spider was used to download and extract data from one of the most authoritative Chinese online health communities in which communication occurs between doctors and patients. The time span analyzed in this study was from January 2017 to March 2017. A sample of 469 valid anonymous patients with 9667 posts was obtained (the equivalent of 469 respondents in survey research). A combination of Web mining and structural equation modeling was then conducted to test the research hypotheses.ResultsThe results show that the research framework for integrating the information system success model and online health community features contributes to our understanding of the factors that drive patients' relationships with online health communities. The primary findings are as follows: (1) perceived usefulness is found to be significantly determined by three exogenous variables (ie, social support, information quality, and service quality; R2=0.88). These variables explain 87.6% of the variance in perceived usefulness of online health communities; (2) similarly, patient satisfaction was found to be significantly determined by the three variables listed above (R2=0.69). These variables explain 69.3% of the variance seen in patient satisfaction; (3) continuance use (dependent variable) is significantly influenced by perceived usefulness and patient satisfaction (R2=0.93). That is, the combined effects of perceived usefulness and patient satisfaction explain 93.4% of the variance seen in continuance use; and (4) unexpectedly, individual literacy had no influence on perceived usefulness and satisfaction of patients using online health communities.ConclusionsFirst, this study contributes to the existing literature on the continuance use of online health communities using an empirical approach. Second, an appropriate metric was developed to assess constructs related to the proposed research model. Additionally, a Web spider enabled us to acquire objective data relatively easily and frequently, thereby overcoming a major limitation of survey techniques.

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“…As shown in Model 4, the R 2 is only 0.520. Some other influencing factors, for example, trust in the website, 27 might not be integrated into the model. Second, data were collected in a single community.…”

Section: Discussionmentioning

confidence: 99%

Factors Influencing People’s Personal Information Disclosure Behaviors in Online Health Communities: A Pilot Study

Zhou

2018

Asia Pac J Public Health

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To effectively facilitate health information sharing and personal information protection in online health communities (OHCs), it is important to examine the factors influencing people's personal information disclosure behavior in OHCs. Five factors were supposed as the predictors of people's personal information disclosure behavior in OHCs. A total of 376 participants in a Chinese online cancer community were analyzed. The empirical results indicate that more participants give more attention to risk factors than motivating factors when they disclose information in OHCs. In a not so severe condition, participants post their personal information to only obtain needed information. In severe disease situations, participants disclose personal information to obtain both needed information and emotional support, and emotional support is prioritized; in addition, they even risk financial loss to seek more useful information or emotional support. OHC managers should make policies to protect people's personal information, and thus encourage them to share more health information in OHCs.

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Trust and online consumer health service success

Cited by 23 publications

References 90 publications

Investigating Patients’ Intention to Continue Using Teleconsultation to Anticipate Postcrisis Momentum: Survey Study

Investigating Patients’ Intention to Continue Using Teleconsultation to Anticipate Postcrisis Momentum: Survey Study

Patient Continued Use of Online Health Care Communities: Web Mining of Patient-Doctor Communication

Factors Influencing People’s Personal Information Disclosure Behaviors in Online Health Communities: A Pilot Study

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