Usage Behavior Intentions of Healthcare Consumers Using Healthcare Self-Service Technologies

Abstract

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