Background
Literature Review and Research Hypotheses
Service encounters
Technology-based service encounters
Service quality (technology-based)
Patient satisfaction
Network security
Technology-based service encounters, service quality and patient satisfaction
Network security, service quality and patient satisfaction
Methods
Research framework
Research hypotheses
Sampling Method
Data Analysis Method
Constructs | Factor Naming | Cronbach's α (> .6) |
---|---|---|
Technology-based Service Encounters | ||
E-workflow (the Online Appointment System Service) |
0.832
| |
E-facility (the Electronic Medical Record) |
0.912
| |
Service Quality
| ||
Reliability |
0.891
| |
Credibility |
0.862
| |
Customization |
0.811
| |
Convenience |
0.912
| |
Patient Satisfaction
| ||
Patient Satisfaction |
0.816
| |
Network Security
| ||
Confidentiality |
0.802
| |
Integrity |
0.815
| |
Certification |
0.803
| |
Non-repudiation |
0.862
|
Technology-based Service Encounters | |||
---|---|---|---|
Factors/ | E-workflow (the Online Appointment System Service) | ||
E-facility (the Electronic Medical Record) |
31.07
| ||
Service Quality
| |||
Factors/ | Reliability | Credibility | Customization |
Credibility |
171.13
| ||
Customization |
193.61
|
176.45
| |
Convenience |
212.23
|
237.61
|
252.93
|
Network Security
| |||
Factors/ | Confidentiality | Integrity | Certification |
Integrity |
138.15
| ||
Certification |
65.24
|
78.17
| |
Non-repudiation |
71.31
|
75.32
|
62.54
|
Constructs | Question Items | Standardized Factor Loading | Measurement Error | Composite Reliability |
Technology – based Service Encounters
| The hospital provides the online appointment system service. |
0.756*
|
0.428
|
0.82
|
The online appointment system service is very useful to me. |
0.856*
|
0.267
| ||
The online appointment system service is easy for me to use. |
0.769*
|
0.409
| ||
I can easily make an appointment through the online appointment system service. |
0.831*
|
0.309
| ||
The hospital provides the electronic medical record system. |
0.842*
|
0.291
| ||
I think we should use the electronic medical record system. |
0.762*
|
0.419
| ||
Using the electronic medical record system is beneficial to me/patient. |
0.773*
|
0.402
| ||
Overall, I think the electronic medical record system has a practical value to patients. |
0.715*
|
0.489
| ||
Service Quality
| Information technology service (the online appointment system/electronic medical record system) can precisely record patients' medical care history. |
0.853*
|
0.272
|
0.83
|
The chance of information technology service (the online appointment system/electronic medical record system) making mistakes is slim. |
0.841*
|
0.293
| ||
Information technology service (the online appointment system/electronic medical record system) can let patients finish the process of medical care. |
0.786*
|
0.382
| ||
Information technology service (the online appointment system/electronic medical record system) can carry out the promise to patients. |
0.850*
|
0.278
| ||
Information technology service (the online appointment system/electronic medical record system) has a good privacy protection system. |
0.632*
|
0.601
| ||
Information technology service (the online appointment system/electronic medical record system) is trustworthy. |
0.747*
|
0.442
| ||
I have confidence in information technology service (the online appointment system/electronic medical record system). |
0.882*
|
0.222
| ||
Information technology service (the online appointment system/electronic medical record system) can satisfy my individual needs. |
0.815*
|
0.336
| ||
Information technology service (the online appointment system/electronic medical record system) provides an extensive explanation about the use of the system. |
0.822*
|
0.324
| ||
Information technology service (the online appointment system/electronic medical record system) can reduce the treatment time. |
0.759*
|
0.424
| ||
Information technology service (the online appointment system/electronic medical record system) provides a rapid medication treatment result. |
0.712*
|
0.493
| ||
Information technology service (the online appointment system/electronic medical record system) is very convenient. |
0.837*
|
0.299
| ||
Patient Satisfaction
| Information technology service (the online appointment system/electronic medical record system) meets my expectations. |
0.825*
|
0.319
|
0.86
|
I am satisfied with information technology service (the online appointment system/electronic medical record system). |
0.836*
|
0.301
| ||
I am a loyal customer of this hospital. |
0.829*
|
0.313
| ||
I received very satisfactory service from the information technology service (the online appointment system/electronic medical record system). |
0.811*
|
0.342
| ||
Network Security
| Information technology service (the online appointment system/electronic medical record system) protects personal privacy and prevents unauthorized use. |
0.702*
|
0.507
|
0.79
|
It is safe to provide personal information in information technology service (the online appointment system/electronic medical record system). |
0.722*
|
0.479
| ||
I think information technology service (the online appointment system/electronic medical record system) is dependable. |
0.863*
|
0.255
| ||
Information technology service (the online appointment system/electronic medical record system) protects information from being modified and distorted. |
0.746*
|
0.443
| ||
I believe information technology service (the online appointment system/electronic medical record system) authenticates user's identity. |
0.723*
|
0.477
| ||
I can trust the records provided in information technology service (the online appointment system/electronic medical record system). |
0.798*
|
0.363
| ||
I feel comfortable leaving personal information in information technology service (the online appointment system/electronic medical record system). |
0.733*
|
0.463
| ||
I think information technology service (the online appointment system/electronic medical record system) is honest. |
0.785*
|
0.384
| ||
I think information technology service (the online appointment system/electronic medical record system) avoids patient denial of records. |
0.796*
|
0.366
| ||
I believe information technology service (the online appointment system/electronic medical record system) is reliable. |
0.865*
|
0.252
|
Hospitals | ||
---|---|---|
Demographic Variables |
n
| (%) |
Medical Center A |
323
|
54.7
|
Medical Center B |
267
|
45.3
|
Sex
| ||
Male |
312
|
52.9
|
Female |
278
|
47.1
|
Age
| ||
20 or below |
61
|
10.3
|
21–30 |
200
|
33.9
|
31–40 |
141
|
23.9
|
41–50 |
84
|
14.2
|
51–60 |
45
|
7.6
|
61–70 |
31
|
5.3
|
71 or above |
28
|
4.7
|
Marital Status
| ||
Not married |
249
|
42.2
|
Married |
341
|
57.8
|
Educational Level
| ||
Elementary or below |
64
|
10.8
|
Junior high school |
42
|
7.1
|
Senior high (Vocational) school |
176
|
29.8
|
College |
136
|
23.1
|
University or above |
172
|
29.2
|