隨著資通訊科技的進步,自助服務科技取代了許多需要櫃台作業的人力需求,醫院相關醫療服務也積極向病患推廣網路掛號系統。然而,並非所有的使用者或病患願意使用網路掛號系統。有鑑於此,本研究試圖結合關係品質、行銷與資訊管理的相關研究,發展一概念架構,作為解釋與預測使用者或病患採用網路掛號系統時之關係。本研究以科技接受模式為基礎,以關係品質作為中介變數,探討其對系統使用者持續使用意圖之影響。研究發現,科技接受模式中的知覺易用性與知覺有用性皆正向且顯著影響關係品質與持續使用意圖。此外,本研究也證實了關係品質在資訊相關應用中是個相當重要的傳遞媒介。最後,根據本研究結果之管理意涵,供學術界與實務工作者參考。
Advances in technology innovations of self-service technologies improved productivity, increased efficiency and provided functional benefits for customers. One of the applicaition instances is the e-appointment system in the hospitals. However, not all users and patients could adopt the e-appointment system. This study developed a conceptual framework to explain and predict users’ adoption of e-appointment system. The theoretical framework was proposed to discuss the relationships among Technology Acceptance Model (TAM), relationship quality, and continuance intention. The results indicated that perceived ease-of-use and perceived usefulness have the significant influences on continuance intention and relationship quality. Besides, we verified that relationship quality played the mediating role in this study. Finally, theoretical and managerial implications and future research directions were discussed.