線上人工智慧醫療保健服務系統使用意願及其影響因素探討

Exploring the Influencing Factors of Users' Intention on Online Artificial Intelligence Healthcare Service Systems

林玫君(MEI-CHUN LIN)

資訊系統成功模型 ； 推敲可能性模型 ； 線上人工智慧醫療保健服務系統 ； Information System Success Model ； Elaboration Likelihood Model ； Online AI Healthcare Service Systems

輔仁管理評論

31卷3期（2024 / 09 / 01）

30 - 55

繁體中文;英文

近年來，醫療保健組織在提高服務效率方面越來越依賴數位資訊系統，來成功建置以客戶為導向的智慧醫療服務系統，本研究從資訊技術系統成功和推敲可能模型觀點出發，研究醫療保健線上門診預約系統，了解使用者對於醫療保健產業的人工智慧服務系統使用意圖，對醫療產業發展至關重要。研究建立了一個線上人工智慧門診預約系統的意圖模型，整合了資訊系統成功模型（ISSM）和推敲可能性模型（ELM）形成研究構面，透過問卷調查方法，研究結果發現資訊品質和服務品質對使用者感知系統有用性和信任感有顯著影響，進而影響他們使用該系統的態度和意圖。從理論角度來看，本研究探討了推動使用者採用線上人工智慧醫療保健服務系統的影響因素，有助於未來研究人員發展更有效的人工智慧線上門診預約系統使用意圖模型。實務上，研究結果建議醫療業者可透過提升資訊品質和服務品質來增強使用者感知有用性和信任等因素，藉此設計更具吸引力的系統，提升使用者對系統的使用意圖，為使用者提供更好的健康結果，進而提升醫療產業的品質與管理績效。

In recent years, healthcare organizations have increasingly relied on digital information systems to enhance service efficiency and successfully establish customer-oriented intelligent healthcare service systems. This study investigates the online medical appointment system from the perspectives of the Information System Success Model (ISSM) and the Elaboration Likelihood Model (ELM) to understand users' intentions to use AI service systems in the healthcare industry, which is crucial for the development of the medical sector. The study proposes an intention model for an online AI medical appointment system, integrating ISSM and ELM to form the research framework. Using a questionnaire survey method, the results indicate that information quality and service quality significantly impact users' perceived system usefulness and trust, thereby affecting their attitudes and intentions to use the system. Theoretically, this study explores the factors driving users to adopt online AI healthcare service systems, aiding future researchers in developing more effective intention models for online AI medical appointment systems. Practically, the findings suggest that healthcare providers can enhance users' perceived usefulness and trust by improving information quality and service quality. This can lead to designing more attractive systems, increasing users' intention to use the system, providing better health outcomes, and ultimately improving the quality and management performance of the healthcare industry.