消費者對視訊診療風險認知與接受程度之探討

近年來日新月異的科技技術，引發層出不窮的火花，金融保險業也積極導入新科技，跟上數位轉型的趨勢，雖然全球金融科技的總投資與交易總量會受到經濟挑戰，但亦可能是催化劑，其中COVID-19對人們生活造成莫大的影響以及轉變，由於諸多的疫情政策限制，促進「視訊診療」的應用範圍，利用此技術降低染疫風險、保障人民就醫權利、減少城鄉醫療差距等，產險業者看見商機，開辦「防疫保單」，雖然投保率高，不幸疫情大爆發，最終以大量虧損收場。　　本研究以電子問卷調查之方式探討消費者對視訊診療風險認知與接受程度，本研究結果顯示：（1）南部地區之受試者較無視訊診療之經驗，但未來較願意經常使用視訊診療（2）現行與未來民眾願意經常使用視訊診療之科別比較，建議可以新增心理諮詢、肝膽腸胃科、心臟內科、皮膚科等（3）「知覺易用性」對「視訊診療（遠距醫療）之經驗」呈顯著正相關（4）「知覺有用性」、「知覺易用性」及「南部地區」對「未來我願意經常使用視訊診療」呈顯著正相關；「風險認知」及「資訊科技業」則呈顯著負相關（5）五成五之受試者有購買防疫保單，超過六成曾確診，超過五成認為無親自就醫即啟動保險理賠是合理的。

關鍵字

視訊診療；遠距醫療；科技接受模型；風險認知； COVID-19 ；防疫保單

並列摘要

In recent years, rapidly advancing technology has sparked constant innovations, unleashing many possibilities. The financial insurance industry has embraced new technologies to keep up with the digital transformation trend. While the total investment and transaction volume in global financial technology may face economic challenges, it can also serve as a catalyst. COVID-19 has tremendously impacted people's lives and brought about significant changes in these developments. Due to various pandemic-related policy restrictions, the scope of "telemedicine" has been promoted. This technology reduces the risk of infection, safeguards people's right to medical care, and bridges the healthcare gap between urban and rural areas. Recognizing the business opportunity, non-life insurers have introduced "pandemic insurance policies." The unfortunate epidemic outbreak resulted in substantial losses despite a high insurance coverage rate. 　　This study investigates consumers’ preference for acceptance and risk perception of telemedicine through an electronic questionnaire survey. The results of this study indicate the following: (1) Participants from the southern region had less experience with telemedicine but expressed a greater willingness to use it frequently in the future. (2) When comparing current and future preferences for telemedicine usage across different medical specialties, it is suggested to consider adding psychological counseling, gastroenterology, cardiology, and dermatology. (3) "Perceived ease of use" shows a significant positive correlation with "experience with telemedicine (remote healthcare)." (4) "Perceived usefulness," "perceived ease of use," and being from the southern region show a significant positive correlation with "willingness to use telemedicine in the future frequently." However, "risk perception" and being from the information technology industry show a significant negative correlation. (5) 55% of participants purchased pandemic insurance policies, over 60% had a history of COVID-19 infection, and more than 50% believed that initiating insurance claims without visiting a healthcare facility in person was reasonable.