探討影響行動醫療服務持續使用意圖之因素－ 以某醫療體系APP為例

A Study on the Factors of Continuance Intention to Use the Mobile Medical Service：An Example of the APP in Medical Center

蘇雅雯(YA-WEN SU)

指導教授 ： 黃維民

國立中正大學/管理學院/資訊管理學系/碩士(2016年)

摘要

隨著行動科技興起與智慧型手機等行動裝置的普及化，改變了每個人的生活，行動應用程式的應用也愈見廣泛與重要。另一方面，當今醫療院所的競爭相當激烈，如何提供更好的醫療服務及醫療品質，是目前各大醫療院所努力的目標。因此，各醫療院所紛紛提供各種不同之行動醫療服務程式，希望讓使用者隨時隨地取得所需的醫療服務資訊，以提升服務品質，爭取就醫民眾。不過，歸根究底，能讓民眾持續使用該行動醫療服務，才是成功的關鍵。
本研究即透過擁有智慧型手機等行動裝置，且實際使用過某醫療體系行動醫療服務之使用者，利用問卷調查方式，來探求其持續使用行動醫療服務的主要因素。期望能提供各方面，更準確的持續使用原因，以供參考。
研究主要以修正後科技持續理論為研究架構，輔以資訊系統成功模式，並納入便利性及信任，探討影響行動醫療服務持續使用意圖之因素。研究共發出問卷480份，回收有效問卷358份，回收率為74.58%。回收有效問卷再以Smart PLS 2.0統計軟體進行資料分析。
結果發現：1.系統品質、資訊品質及服務品質會正向顯著影響知覺有用性及知覺易用性。2.便利性會正向顯著影響知覺有用性。3.信任會正向顯著影響滿意度。4.態度與滿意度會正向顯著地影響持續使用意圖。5.知覺有用性和知覺易用性會正向顯著地影響態度，進而影響持續使用意圖。另外，6.知覺有用性亦會正向顯著地影響滿意度，再透過態度而影響持續使用意圖。

關鍵字

信任 ； 便利性 ； 資訊系統成功模式 ； 科技持續理論 ； 行動醫療服務 ； 持續使用意圖

並列摘要

With the rise of mobile technology and the popularization of mobile device such as smartphones, the behaviors of people in daily life have been changed. The applications for smart phones are widely used and become important. Meanwhile, hospitals nowadays are in a big competition by facing a challenge of how to provide better quality in medical services and this is also the main goal for each medical institution. In order to attract more patients with better quality in medical services, various mobile applications for providing essential information have been introduced among hospitals. After all, having patients to develop a habit of continuously using smartphone applications for medical services is the key to success.
This research was conducted through a survey with the users of mobile device as smartphones, who had already experienced particular mobile applications for medical services under a hospital. The survey was to explore the main factors of why people would continuously use mobile medical services as in hope to provide more accurate results for reference.
This study uses the combined technology continuance theory model for the conceptual framework, supplemented by information systems success model and convenience trust, study on the factors of continuance intention to use the mobile medical service. There were 480 questionnaires in total, among which 358 were valid. The effective rate was 74.58%. And we used Smart PLS 2.0 statistical software for data analysis.
The results indicate: 1. system quality, information quality, service quality have significantly positive effect on perceived usefulness and perceived ease of use. 2. convenience have significantly positive effect on perceived usefulness. 3. trust have significantly positive effect on satisfaction. 4. attitude and satisfaction have significant and positive effects on continuance intention. 5. perceived usefulness and perceived ease of use also have significant and positive effects on continuance intention through attitude are revealed as well. Besides,6. perceived usefulness have significant and positive effects satisfaction on continuance intention through attitude.

並列關鍵字

Trust ； Convenience ； Information Systems Success Model ； Technology Continuance Theory ； Mobile Medical Service ； Continuance Intention

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