以延伸科技接受模式探討住院病人對金融卡繳費系統使用行為之研究－以北部某醫學大學附設醫院為例

個案醫院與銀行合作，提供民眾使用金融卡繳費系統之醫療費用繳款服務，使醫療費用繳費方式更多元化，金融卡繳費是一項便捷的服務，並提供免手續費的優惠。本研究的研究目的：探討住院病人及其家屬的「自我效能」、「相容性」、「認知易用性」、「認知有用性」與「金融卡繳費系統」的「使用意願」之相關性，及住院病人與家屬對「金融卡繳費系統」的「使用意願」在延伸科技接受模式（Extended Technology Acceptance Model, ETAM）中的驗證。本研究以延伸科技接受模式，研擬結構式之問卷進行抽樣調查，以個案醫院準備住院的病人、住院中的病人及陪伴照顧家屬為研究對象，以SPSS 20.0 for Windows套裝軟體為研究工具。共立意取樣發放問卷243份，回收之有效問卷為212份，回收率為87%。研究結果為：1.人口學特徵各變項各組別對各研究構面的差異分析結果，除年齡對「使用意願」及教育程度對「自我效能」有顯著差異性，其餘各項人口學特徵在各組對各研究構面的差異分析結果上均未達顯著水準，表示不同受訪對象、受訪者性別、受訪者職業及受訪者居住地點對各研究構面均無顯著差異。2.住院病人的「自我效能」、「相容性」、「認知易用性」、「認知有用性」等四個構面與「金融卡繳費系統」的「使用意願」均有顯著正相關。3.將「自我效能」、「相容性」、「認知易用性」、「認知有用性」等四個構面對「使用意願」進行迴歸分析結果顯示，「自我效能」與「認知有用性」兩構面達到顯著水準，再進行逐步迴歸分析結果，「認知有用性」及「自我效能」對「金融卡繳費系統」的「使用意願」之解釋力為65.8%，是一般化的預測因子。本研究提出以下建議：1.醫療院所可針對四個構面予以加強，創造友善的、便利的「金融卡繳費系統」使用環境，並對系統的操作提供簡易說明，以提升住院病人使用「金融卡繳費系統」意願並繼續使用，才能有效提昇「金融卡繳費系統」的使用率及服務效能。2.建議銀行金融機構提升「金融卡繳費系統」之網路系統穩定性，增加系統操作便利性，以提升系統的可近性及使用率。

關鍵字

金融卡、金融卡繳費系統、科技接受模式；延伸科技接受模式；自我效能；相容性

並列摘要

As medical institutions offer new financial card payment systems for their patients, the banking system adds a new dimension to hospital systems. Currently, one of the most convenient service payment technologies available is electronic fund transfer at the point of sale by financial card, which does not incur an additional processing fee. The purpose of this study is to investigate the inpatients’ intention to use the financial card payment system to pay for their medical expenses, as it relates to the inpatients’ “self-efficacy”, “compatibility”, “perceived usefulness”, and “perceived ease-of-use” of the system by applying the Extended Technology Acceptance Model (ETAM). Data were collected by purposeful sampling by distributing surveys to inpatients and their families in the medical university hospital and the responses were analyzed using the SPSS 20.0 for Windows software package. 243 copies of surveys were distributed, of which 212 copies were returned, resulting in a response rate of 87%. Different demographic groups, as distinguished by respondents, gender, occupation, and residence, were not significantly different, besides the effect of age group on the intention to use and the effect of education level on self-efficacy. The results of the correlation and regression analyses revealed factors that significantly impact the payment decision of inpatients. In the correlation analysis, aspects of “self-efficacy”, “compatibility”, “perceived usefulness”, and “perceived ease-of-use” all correlated positively to the intention to use the financial card payment system. In the multiple regression analysis, “self-efficacy” and “perceived usefulness” were significant explanatory variables for the intention to use the system. In the stepwise regression, the combined explanatory power of “perceived usefulness” and “self-efficacy” for the intention to use the financial card paymen system was 65.8%. We recommend the managers of medical institutions to improve across the four aspects of “self-efficacy”, “compatibility”, “perceived usefulness”, and “perceived ease-of-use” by creating friendly and convenient financial card payment systems and building in easy instructions to encourage patients to use financial card payment systems. In addition, we recommend that banking and financial institutions enhance network system stability of the financial card payment system and improve the convenience of system operations, in order to promote the accessibility and increased usage of the system.