Factors Affecting Continuance Intention in Non-Face-to-Face Telemedicine Services: Trust Typology and Privacy Concern Perspectives

Abstract

As the COVID-19 pandemic progressed, the resulting demand for telemedicine services increased. This research empirically examines the role of trust, privacy concerns, and perceived usefulness in customer confirmation, satisfaction, and continuing intention in telemedicine. A typology of trust was employed to classify trust into three dimensions and explore the mediating role of the three dimensions of trust in the relationship between satisfaction, perceived usefulness, and continued intention. We also examined the moderating role of personal privacy concerns in the relationship between trust and continued intention. For this study, we developed a structural equation model based on expectation confirmation theory and analyzed 465 questionnaires from Chinese online users. The expectancy confirmation theory (ECT) was reaffirmed by empirical evidence. The results showed that the relationship between perceived usefulness and satisfaction with continued intention is moderated by the three dimensions of trust. Privacy concerns can negatively moderate the relationship between structural assurance-based trust and continued intention. This study also identified potential threats to telehealth market growth alongside new insights.

Barriers and Facilitators for the Use of Telehealth by Healthcare Providers (HCP) in India - A Scoping Review

“…(141,142) However, a few studies also highlight contradicting findings which are multifactorial and scenario-dependent. (143,144) Studies assessing the use of telehealth diagnostics have also shown promising results in India which are similar to other studies conducted globally. (127,145–147) Our review also highlights the utility of digital health interventions in the overall education and skill training of HRH personnel.…”

“…Globally as well, multiple studies have reported similar positives (141,142). However, a few studies also highlight contradicting findings which are multifactorial and scenario-dependent (143,144). Studies assessing the use of telehealth diagnostics have also shown promising results in India which are similar to other studies conducted globally (127,(145)(146)(147).…”

The Impact of Perceived Surveillance on Continuance Usage Intention of Voice Assistants

“…Platforms that are perceived as less trustworthy may trigger reactance and privacy concerns among users (Bleier & Eisenbeiss, 2015). It is also discovered that when users have privacy concerns, trust that is based on structural assurance plays a more positive role in their continued usage intention (Zhu et al, 2023).…”

Bridging the Gap: Exploring Opportunities, Challenges, and Problems in Integrating Assistive Technologies, Robotics, and Automated Machines into the Health Domain

“…To explore the opportunities, challenges, issues, and bottlenecks of integrating these tools (alone or interconnected) into the domain, this Special Issue [10] was initiated in May 2022, and was subsequently completed in January 2023. This Special Issue collected 17 contributions plus an editorial [1,[11][12][13][14][15][16][17][18][19][20][21][22][23][24][25][26][27], and covered a wide range of topics, including:…”

“…Zhu et al [16] empirically investigated the role of faith, privacy fears, and observed helpfulness in client approval and ongoing intention in telehealth. The findings indicated that faith influenced the connection between subjective helpfulness and approval with ongoing intention.…”