Ekaimi, San; U omo, P io; Gunawan, Djohan; Jimmy, So Yohanes; Ch is ian, Michael
A icle
Examining he ac o s in luencing eleconsul a ion
adop ion du ing he pandemic using he TAM model
Global Business & Finance Re iew (GBFR)
P o ided in Coope a ion wi h:
People & Global Business Associa ion (P&GBA), Seoul
Sugges ed Ci a ion: Ekaimi, San; U omo, P io; Gunawan, Djohan; Jimmy, So Yohanes; Ch is ian,
Michael (2024) : Examining he ac o s in luencing eleconsul a ion adop ion du ing he pandemic
using he TAM model, Global Business & Finance Re iew (GBFR), ISSN 2384-1648, People & Global
Business Associa ion (P&GBA), Seoul, Vol. 29, Iss. 3, pp. 149-160,
h ps://doi.o g/10.17549/gb .2024.29.3.149
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I. In oduc ion
The COVID-19 pandemic has accele a ed echnology
Recei ed: No . 18, 2023; Re ised: Dec. 10, 2023; Accep ed: Dec. 27, 2023
† Co esponding au ho : P io U omo
E-mail: p io.u [email protected]
adop ion by se e al yea s in all sec o s and egions.
Ac oss all sec o s, heal hca e and pha maceu icals
ha e seen signi ican inc ease in consume digi al
in e ac ion compa ed wi h consume packaged goods
(CPG), while ac oss egions in he Asia-Paci ic
egions echnology adop ion has accele a ed o mo e
han en yea s (McKinsey, 2020; Wang e al., 2022).
These accele a ions cause signi ican challenges o
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GLOBAL BUSINESS & FINANCE REVIEW, Volume. 29 Issue. 3 (APRIL 2024), 149-160
pISSN 1088-6931 / eISSN 2384-1648∣H ps://doi.o g/10.17549/gb .2024.29.3.149
ⓒ 2024 People and Global Business Associa ion
GLOBAL BUSINESS & FINANCE REVIEW
www.gb jou nal.o g
o inancial sus ainabili y and people-cen e ed global business1)
Examining he Fac o s In luencing Teleconsul a ion Adop ion Du ing
he Pandemic Using he TAM Model
San Ekaimia, P io U omoa†, Djohan Gunawana, So Yohanes Jimmya, Michael Ch is ianb
aDepa men o Technology Managemen Uni e si as Mul imedia Nusan a a Tange ang, Indonesia
bDepa men o Managemen and Mas e o Managemen Uni e si as Bunda Mulia Jaka a, Indonesia
A
B S T R A C T
Pu pose: The pu pose o his s udy is o unde s and pa ien s' beha io in adop ing eleconsul a ion se ices du ing
he pandemic which has accele a ed echnology adop ion in a ious sec o s and egions in unna u al ways h ough
expe imen a ion in he wide-sp ead adop ion o elemedicine speci ically in eleconsul a ion.
Design/me hodology/app oach: The s udy is c oss-sec ional quan i a i e esea ch wi h pu posi e sampling ha was
analyzed using he pa ial leas squa es s uc u al equa ion model (PLS-SEM) wi h da a ga he ed om 100 pa ien s
who used ele-consul a ion se ices du ing he pandemic. The echnology adop ion model (TAM) was used o ame
he phenomenon as p e ious s udy e ealed ha TAM is mos sui able o unde s and echnology adop ion in he
heal hca e indus y.
Findings: The analysis e ealed ha us , ease o use, and p i acy a e signi ican la en a iables ha in luence
he in en ion and ac ual use o he ele-consul a ion se ices, while he use ulness o he se ices insigni ican ly
in luences he in en ion o use. The s udy e ealed ha us is he dominan ac o despi e he eme gency and
expe imen a ion s a e o pa ien s o ge heal hca e se ices du ing he pandemic. Sel -p ese a ion, and he pa ien s
accumula ed expe ience hey had wi h he heal hca e se ices p o ide a e he de e minan s o his beha io based
on heo y and con i ma i e in e iew.
Resea ch limi a ions/implica ions: The implica ion o his esea ch opens in e disciplina y u u e esea ch and p ac-
ical ac ion on he ela ionship be ween heal hca e p o ide , pa ien expe ience, sel -p ese a ion, and echnology
adop ion du ing he eme gency and pandemic e a. Resea ch Limi a ion: Ea ly sys em usage and adop e ocused,
limi ed sys em quali y and eliabili y, and gene aliza ion a e he limi a ion o his esea ch.
O iginali y/ alue: The s udy p o ides insigh in o ac o s ha in luence he adop ion and usage o ele-consul a ion
expe imen a ion heal h se ices du ing a pandemic.
Keywo ds: elemedicine, eleconsul a ion, heal hca e, PLS-SEM, TAM, pandemic
GLOBAL BUSINESS & FINANCE REVIEW, Volume. 29 Issue. 3 (APRIL 2024) 149-160
150
a ious s akeholde s, including he go e nmen as
pe aining o he egula o y and legal aspec s (Choi,
2022), heal hca e p o ide s, who lack he necessa y
aining o in as uc u e o e ec i ely u ilize echnology,
and use s who a e hesi an due o i ual consul a ion
and ca e compa ed wi h hei p e ious habi s o ha ing
in-pe son heal hca e isi s. These challenges push
s akeholde s o in es in echnology despi e u u e
unce ain y (Bellman e al., 2021). The adop ion o
echnology is hoped o p o ide an al e na i e o
adi ional ace- o- ace consul a ion o p e en
COVID-19 i al ansmission. The use o echnology
p o ided he oppo uni y o expe imen a ion wi h he
wide sp ead o elemedicine (Wande ås e al., 2023).
E-heal hca e has eme ged and gained momen um
(Hossain e al., 2019) as i is no an op ional as
i is necessa y, sa e and e ec i e o p o ide heal hca e
se ices o ch onic diseases o o he (Shi e aw e
al., 2020). I has played a c i ical ole in pa ien s
ea men du ing he pandemic (Wang e al., 2022).
The use o digi al echnology in heal hca e is
de eloping in speci ic heal hca e se ices (Rouidi
e al., 2022),. The Wo ld Heal h O ganiza ion (WHO)
de ines elemedicine as "
he deli e y o heal h-ca e
se ices whe e dis ance is a c i ical ac o , by all
heal h-ca e p o essionals using in o ma ion and
communica ion echnologies o he exchange o alid
in o ma ion o diagnosis, ea men , and p e en ion o
disease and inju ies, all in he in e es s o ad ancing
he heal h o indi iduals and hei communi ies
" (Ben o
e al., 2022). One o he subse s o heal h se ices
p o ided by elemedicine is ele-consul a ion, whe ein
i has c ucial e ec s on he decision o he eques ing
physicians ha can change he ea men plan, e e al
a e, e acua ion a e, change o diagnos ic, and
educa ional e ec s (Delda e al., 2016). This concep
also a ose la gely because o he inabili y o speci ic
a eas o mee he numbe o heal h demands and
special p o essional employees (de Souza Filho e
al., 2022).
P e ious s udy on eleconsul a ion e ealed se en
ac o s ha hinde he adop ion and sus ainabili y
o eleconsul a ion (James e al., 2021). The i s
ac o is he pa ien 's clinical condi ion, whe e he
complexi y o he pa ien 's condi ion will de e mine
he sui abili y o pa ien s o ideo consul a ion. Fo
example, an in es iga ion o a ideo consul a ion
scale-up o spinal co d inju y sugges ed ha a
common conce n was he pe cei ed limi s in e alua ing
physical symp oms o e ideo. I was used o mild
symp oms examina ion (Wang e al., 2022). The
second ac o is echnology, which comp ises no
only physical echnology bu also he knowledge
equi ed o use i . The e is s ill an unclea esul
on which echnology is bes and in which heal h
consul a ion case as mos o he p e ious esea ch
only ocused on he implemen a ion p ocess. The
hi d ac o is he alue p oposi ion, which de e mines
he de elopmen and adop ion o echnological alue
p oposi ions by clinicians, pa ien s, and supplie s
(G eenhalgh e al., 2017). Fu he mo e, he ou h
ac o is he adop e sys ems which a e ela ed o
he s a , pa ien s, and ca egi e s and hei po en ial
and desi e o con inue o use echnology. A he e y
leas , his can be ela ed o he bene i s o echnology
ha can assis heal h pe sonnel, whose oles a e
some imes physically demanding (Ch is ian, Yunia o,
e al., 2023). The las h ee ac o s a e he o ganiza ion's
capaci y o inno a e, suppo ing policy and egula ion,
and adap a ion o e ime, which become he nex
ac o s ha in luence he adop ion o ele consul a ion.
Despi e he abundance o esea ch on widesp ead
implemen a ion o mos o he ac o s, he e has been
li le in-dep h conside a ion o he impac o pa ien
and ca egi e adop ions and how he wo k and
accep ance o hese g oups may ha e in luenced
widesp ead and sus ainable implemen a ion (James
e al., 2021). Gi en he lack o unde s anding o
he compelling ac o s o eleconsul a ion adop ion
in he pandemic, his s udy will aim o unde s and
pa ien beha io s by iden i ying and e alua ing
compelling ac o s ha in luenced he adop ion and
usage o eleconsul a ion du ing he pandemic whe eby
heal hca e expe imen ed wi h new heal h se ices.
The e we e se e al limi a ions o his esea ch: i s ,
his esea ch only ocuses on s udying ea ly pa ien
beha io in ela ion o he ea ly adop ion and usage
o eleconsul a ion. Second, he eleconsul a ion
San Ekaimi, P io U omo, Djohan Gunawan, So Yohanes Jimmy, Michael Ch is ian
151
applica ion was new, and he sys em quali y and
eliabili y we e ques ioned. Thi d, gene aliza ion is
no possible as da a we e ga he ed only om pa ien s
wi hin one a ea due o he physical dis ancing policy
du ing he pandemic. Las ly, his esea ch is c oss-
sec ional, and o unde s and echnology adop ion,
longi udinal esea ch is equi ed.
The esea ch has se e al sec ions, whe e, in he
in oduc ion, he esea ch backg ound and objec i es
a e also discussed desc ibed, and some limi a ions
o he s udy a e also discussed. In he li e a u e e iew,
he heo e ical and hypo hesis de elopmen a e
conduc ed; he esea ch me hod sec ion desc ibes he
esea ch design; and he esul and discussion sec ions
discuss he indings.
II. Li e a u e Re iew
The adop ion o echnology was accele a ed du ing
he pandemic, as he e was physical dis ancing ha
limi ed he mo emen o people o comple e hei
usual ac i i ies p io o he pandemic. Technology
adop ion e e s o he p ocesses o he sp ead o
a new idea, echnology, o inno a ion o e ime
(S aub, 2009). Technology adop ion is ela ed o
he use o echnology a an indi idual le el. The e
a e se e al heo ies ha explain echnology adop ion:
he echnology accep ance model (TAM), inno a ion
di usion heo y (IDT), heo y o easoned ac ion
(TRA), heo y o planned beha io (TPB), and
echnology-o ganiza ion-en i onmen (TOE). O hese
heo ies, IDT, UTAUT, and TAM a e mos ly used
in se ices in many sec o s (Lee e al., 2022; T an
& Vu, 2019; Yang e al., 2021) . In heal hca e
in o ma ics, UTAUT and TAM a e mos ly used,
whe e TAM p edic s a signi ican pa o echnology
adop ion and is conside ed mo e sui able o heo e ical
and empi ical es s in e-se ices applica ion including
heal hca e se ices (Holden & Ka sh, 2010; Lee e
al., 2022; U us e al., 2022; Yang e al., 2021). TAM
is a heo y in oduced by Da is (1985) and is one
o he many models mos widely used o explain
use accep ance beha io , and which is used in his
esea ch. The esea ch by Khan e al. (2019) de eloped
a model o s udy he adop ion o echnology in he
heal h sec o using pe cei ed use ulness, pe cei ed
ease o use, us , p i acy, in en ion o use, and ac ual
use. Pe cei ed use ulness (PU), he pe cep ion when
indi iduals ha e con idence ha using an in o ma ion
sys em will imp o e pe o mance and can p o ide
bene i s and new expe iences o i s use. Pe cei ed
ease o use (PEU) is he p esump ion o ge ing
some hing easily in using echnology, he le el o
con idence o an indi idual in his expe ience using
a pa icula echnology o sys em, and when using
i , and i el ease o use. A us is a us ob ained
by a pa y om ano he pa y in conduc ing ce ain
ansac ions whe e, om hese ansac ions, he e is
a belie ha bo h a e mu ually bene icial and in
acco dance wi h wha is expec ed by each pa y.
P i acy (PP) is a special se ice p o ided by a
company o i s cus ome s o consume s pe sonally.
In en ion o use (ITU) can be de ined as he desi e,
in en ion, and beha io o an indi idual o use a
gi en echnology. In using a echnology, he le el
o a pe son's desi e o use he echnology can be
seen and assessed om his daily a i ude in dealing
wi h he echnology, o example, he desi e o
inc ease ollowe s by becoming an in luence , as well
as his mo i a ion in con inuing o use i and his
desi e o mo i a e o he use s. Ac ual use (AU) is
a decision made by e e yone in deciding o use a
pa icula sys em ha will e en ually gi e ise o
new habi s o use, which is called ac ual sys em
usage. Ac ual sys em usage is de ined as an
assessmen o when o decide o use echnology.
Someone will ha e a sense o sa is ac ion when using
a sys em i hey a e con iden ha i inc eases
p oduc i i y, is easy o use, and is used epea edly.
Based on he abo e heo y he e a e i e hypo heses
below, as depic ed in Figu e 1:
H1:
Pe cei ed Use ulness (PU) has a posi i e
ela ionship wi h In en ion o Use (ITU)
H2:
Pe cei ed Ease o Use (PEU) has a posi i e
GLOBAL BUSINESS & FINANCE REVIEW, Volume. 29 Issue. 3 (APRIL 2024) 149-160
152
ela ionship wi h In en ion o Use (ITU)
H3:
T us (TRUST) has a posi i e ela ionship
wi h In en ion o Use (ITU)
H4:
Pe cei ed P i acy (PP) has a posi i e e-
la ionship wi h In en ion o Use (ITU)
H5:
In en ion o Use (ITU) has a posi i e e-
la ionship wi h Ac ual Use (AU)
III. Resea ch Me hod
This esea ch is quan i a i e c oss-sec ional
esea ch wi h a pu posi e sampling me hod whe e
da a a e ga he ed using an onsi e ques ionnai e o
pa ien s ha used eleconsul a ion se ices in one
o he p i a e hospi als in Tange ang, Indonesia,
du ing he pandemic be ween 2020 and 2021. The
p i a e hospi al was selec ed as hey we e among
he i s ins i u ion ha in oduce he eleconsul a ion
se ices. The e we e wo analyses conduc ed o e eal
he esul : he desc ip i e analysis and he in e ence
analysis. The desc ip i e analysis was conduc ed o
unde s and he p o ile o he esponden and he
con ex o he analysis, while he in e ence analysis
used he pa ial leas squa es s uc u al equa ions
model (PLS-SEM) as i can analyse complex models
(U omo & Ku niasa i, 2023). The e a e wo s eps
equi ed o e alua e PLS-SEM esul s: measu emen
and s uc u al model e alua ion. The measu emen
model assessmen measu es he ela ionships be ween
he indica o s and he cons uc (measu emen
models) as well as be ween he cons uc s (s uc u al
model), while he s uc u al model e alua ion
examines he model's p edic i e capabili y and he
ela ionship be ween he cons uc s. The e lec i e
measu emen model assessmen was conduc ed by
examining con e gen alidi y, in e nal consis ency
eliabili y, and disc imina o alidi y. The con e gen
alidi y examina ion comp ises ac o loading wi h
a ecommended h eshold abo e 0.708, indica o
eliabili y, and a e age a iance ex ac ed (AVE) wi h
bo h h esholds abo e 0.5. The in e nal consis ency
eliabili y examina ion comp ises composi e eliabili y
and C onbach's alpha wi h a ecommended h eshold
o be ween 0.6 and 0.9. Disc iminan alidi y: use
he e o ai -mono ai (HTMT) wi h a con idence
in e al no including one. In he s uc u al model
assessmen , he signi icance and ela ionship o he
s uc u al model ela ionship (wi h a one- ailed es
and a signi ican le el o 5%) used he de eloped
hypo hesis, he coe icien o de e mina ion (R
2
) and
he
2
e ec size. The sample size minimum o
Sou ce: Khan e al. (2019)
Figu e 1. Resea ch model
San Ekaimi, P io U omo, Djohan Gunawan, So Yohanes Jimmy, Michael Ch is ian
153
o y-one esponden s a e used as a ge h eshold
based on Powe Calcula ion (s a is ical powe 80%,
signi ican le el 5% and minimum R
2
o 0.25, ou
independen a iable poin ing o dependen a iable).
IV. Resul and Discussion
A. Desc ip i e Analysis
The e a e one hund ed pa ien s who esponded
o he ques ionnai e. The desc ip ion o he analysis
shows ha mos o he esponden s we e emale,
wi h an age be ween 20 and 40 yea s wi h a bachelo 's
deg ee o educa ion backg ound. Many esponden s
ha e a mon hly a e age income below 15 million,
as depic ed in Table 1. The desc ip i e analysis e eals
ha mos o he esponden s a e a younge ha a e
luen using echnology (Bak i e al., 2023; Ch is ian,
Gula so, e al., 2023), esponden s we e emale,
p oduc i e pa ien s wi h an ea ly educa ion le el.
The di e ence be ween esponden 's demog aphy
such as educa ional backg ound, occupa ion ype,
sala y, and compu e li e acy a e s a is ically signi ican
ac o s associa ed wi h e-heal h li e acy whe e he
esponden s migh no bene i mos ly om e-heal h
se ices (Shi e aw e al., 2020).
B. In e ence Analysis
The measu emen model analysis (Table 2) shows
ha all i e la en a iables ha e alid indica o s
whe e all he ou e loading and indica o eliabili y
a e wi hin he de e mined h eshold ( ac o loading
> 0.7 and indica o eliabili y abo e 0.5). AU1, ITU3,
PE1, PP2, PU3, and TRUST2 a e he indica o s wi h
he highes ou e loading and indica o eliabili y,
while AU3, ITU2, PE4, PP3, PU4, and TRUST1
a e he leas eliable. The con e gen alidi y
assessmen based on he AVE alues shows ha all
la en a iables a e also su icien ly alid, as he AVE
alues o all la en a iables a e abo e 0.5. Despi e
he su icien alue o con e gen alidi y, he in e nal
consis ency eliabili y shows alues abo e 0.9 o
bo h composi e eliabili y and C onbach's alpha which
indica e ha all he indica o a iables a e measu ing
he same phenomena and a e he e o e no likely
o be a alid measu e o a cons uc . The disc iminan
alidi y analysis also shows ha he in e nal HTMT
con idence does no include one, which means ha
each la en a iable can be di e en ia ed om each
o he .
The s uc u al model analysis shows ha he
coe icien de e minan o ac ual use is 0.340 and
in en ion o use is 0.733 wi h espec i e -squa e
e ec (Table 3 and Table 4).
1. The ela ionship be ween pe cei ed 1Use ulness (PU)
and In en ion o Use (ITU)
Based on he esul s o he in e ence analysis,
he ela ionship be ween PU and ITU has pa h
coe icien s o 0.125, a -s a is ic 1.098, and a p- alue
o 0.136, whe e he hypo hesis is ejec ed (Table
Cha Class F eq Pe c
Age o esponden s
20-40% 48 48%
41-50% 28 28%
> 50% 24 24%
Gende o Responden s
Male 38 38%
Female 62 62%
Educa ion Backg ound
K12 30 30%
Bachelo 's deg ee 56 56%
Mas e 's deg ee 12 12%
Doc o al 2 2%
Mon hly Income (IDR)
<15 million 48 48%
16-25 million 21 21%
26-35 million 18 18%
>35 million 13 13%
Cha = Cha ac e ; Class = Classi ica ion; F eq = F equency; Pe c
= pe cen age.
Table 1. Responden p o iles
GLOBAL BUSINESS & FINANCE REVIEW, Volume. 29 Issue. 3 (APRIL 2024) 149-160
154
5). The iew o he pe cei ed use ulness a iable
means ha someone's esponse s a ing ha some hing
is use ul will a ec hei in en ion o use o hei
desi e o use a p oduc ha is in acco dance wi h
La en
Va iable Indica o
Con e gen Validi y In e nal Consis ency
Reliabili y
Disc iminan
Validi y
Fac o
Loading
Indica o
Reliabili y AVE Composi e
Reliabili y
C onbach's
Al a
HTMT
con idence
in e al does
no include 1
>0.7 >0.50 >0.50 0.60-0.90 0.60-0.90
Ac ual Use
(AU)
AU1 0.913 0.834
0.676 0.861 0.771 YesAU2 0.790 0.624
AU3 0.755 0.569
In en ion o
Use
(ITU)
ITU1 0.956 0.914
0.915 0.970 0.954 YesITU2 0.945 0.893
ITU3 0.968 0.938
Pe cei ed
Ease o Use
(PEU)
PE1 0.950 0.903
0.840 0.955 0.936 Yes
PE2 0.949 0.900
PE3 0.903 0.816
PE4 0.861 0.742
Pe cei ed
P i acy
(PP)
PP1 0.940 0.884
0.929 0.975 0.962 YesPP2 0.980 0.961
PP3 0.970 0.941
Pe cei ed
Use ulness
(PU)
PU1 0.886 0.786
0.825 0.950 0.930 Yes
PU2 0.918 0.843
PU3 0.929 0.864
PU4 0.899 0.809
T us
TRUST1 0.956 0.915
0.914 0.970 0.953 YesTRUST2 0.968 0.937
TRUST3 0.944 0.890
Table 2. Measu emen model e alua ion
La en Va iable -squa e
In en ion o Use (ITU) o Ac ual use (AU) 0.528
Pe cei ed Ease o Use (PEU) > In en ion o Use (ITU) 0.162
Pe cei ed P i acy (PP) > In en ion o use (ITU) 0.182
Pe cei ed Use ulness (PU) > In en ion o Use (ITU) 0.016
T us (TRUST) > In en ion o Use (ITU) 0.816
Table 3. Table e ec size ( -squa e)
La en Va iable R-squa e R-squa e adjus ed
Ac ual Use (AU) 0.346 0.340
In en ion o Use (ITU) 0.742 0.733
Table 4. Table R-squa e
San Ekaimi, P io U omo, Djohan Gunawan, So Yohanes Jimmy, Michael Ch is ian
155
he use 's es ima es o unc ion and bene i s. Bu
in ac , based on he esul s o he analysis, pa ien s
eel ha he unc ion and bene i s ac o s do no
a ec hei desi e o use his eleconsul a ion se ice.
Wi h his iew, i can be concluded ha unc ions
and bene i s a e no ac o s d i ing pa ien s o ha e
a desi e o use he applica ion. This is no in line
wi h he esul s o p e ious esea ch conduc ed by
Khan e al., which s a es ha pe cei ed use ulness
has a posi i e and signi ican e ec on he in en ion
o use he eleconsul a ion se ice used. In line wi h
he esul s o esea ch conduc ed by Khan e al. (2019),
he majo i y o e-heal h echnology use s in China
a e domina ed by women because women need
in ensi e se ices while unde going p egnancy. In
his s udy, mos he eleconsul a ion se ice use s
we e also domina ed by women. The esul s o his
s udy a e also suppo ed by esea ch conduc ed by
Susan o e al. (2021), which s a es ha pe cei ed
use ulness does no ha e a posi i e and signi ican
e ec on he use ha is suspec ed in his s udy and
ha esponden s ha e no been able o eel he bene i s
o he sys em. This makes he in ensi y o use o
he sys em dec ease, o he e is no use a all, as
gi en in o ma ion ha is no app op ia e and su icien
as needed by he esponden , so he esponden mus
look o mo e accu a e and adequa e in o ma ion
elsewhe e.
When iewed om he esul s o his s udy, i
is suspec ed ha hey a e simila o esea ch conduc ed
by Susan o e al. (2021) because he eleconsul a ion
se ice p o ided does no p o ide comple e and
adequa e in o ma ion on wha se ices a e p o ided
o he pa ien . This eleconsul a ion se ice will make
he pa ien look o o he in o ma ion elsewhe e, such
as h ough he websi e o he call cen e , o p o ide
an explana ion o he se ices o be p o ided a he
eleconsul a ion. Pa ien s do no unde s and he main
unc ion o his eleconsul a ion se ice, so hey s ill
ha e he no ion ha his online consul a ion mus
be able o ul ill he o e all unc ion o ace- o- ace
consul a ions and in he end eel disappoin ed because
hey eel ha he unc ion o his online consul a ion
does no mee hei expec a ions so ha i does no
encou age hem o use his eleconsul a ion se ice.
2. The Rela ionship be ween pe cei ed ease o use (PEU)
wi h in en ion o use (ITU)
The ela ionship be ween PEU and ITU has a pa h
alue o 0.422, a -s a is ic o 3.754, and a p- alue
o 0.000, whe ein he s udy accep ed Hypo hesis 2
(Table 5). The iew o he pe cei ed ease o he
a iable means ha someone's esponse s a es ha
he eleconsul a ion applica ion p o ided will be easy
o use in e ms o ope a ion. Wi h he esponse o
pe cep ion ha his eleconsul a ion se ice will be
easy o use, he pa ien will ha e he in en ion o
use he applica ion in consul a ion wi h doc o s o
in ca ying ou o he se ices p o ided. Wi h he
pa ien 's iew ha he eleconsul a ion applica ion
is qui e easy o use, he pa ien also wan s o be
di ec ly in ol ed in using he applica ion. This
happens because o he pe cei ed ease o p o iding
e ec i eness and e iciency o pa ien s, so ha
pa ien s eel i does no ake long o adap o he
applica ion o ob ain se ices, so ha no much ime
is was ed. In p ac ice, he simplici y o use o ele-
consul a ion se ices gi es p omp suppo no only
o adul use s bu also o younge use s (Pe al a &
Ta e as, 2020).
H S uc u al Pa h β -s a is ics p alue Resul
H1 Pe cei ed Use ulness (PU) > In en ion o Use (ITU) 0.125 1.098 0.136 Rejec
H2 Pe cei ed Ease o Use (PEU) > In en ion o Use (ITU) 0.422 3.754 0.000 Accep ed
H3 T us (TRUST) > In en ion o Use (ITU) 0.917 6.864 0.000 Accep ed
H4 Pe cei ed P i acy (PP) > In en ion o use (ITU) 0.263 2.518 0.006 Accep ed
H5 In en ion o Use (ITU) o Ac ual use (AU) 0.588 8.279 0.000 Accep ed
Table 5. S uc u al model e alua ion
GLOBAL BUSINESS & FINANCE REVIEW, Volume. 29 Issue. 3 (APRIL 2024) 149-160
156
This is in line wi h he esul s o a s udy by Khan
e al., (2019), which ound ha A ican ci izens who
a e ci izens o de eloping coun ies esiding in China
also el ha pe cep ions o con enience had a posi i e
e ec on hei in en ion o use. The inding migh
be explained by, ha mos o he esea ch pa icipan s
we e A ican s uden s s udying in China, and 60%
o esponden s had mo e han 7 yea s' expe ience
in using in o ma ion echnology. Then s uden s a e
also mo e likely o easily adop new echnologies,
so hey don' ind i di icul o adap o using
ele-consul a ion se ices in China. Thus, he pe cei ed
bene i s o eleconsul a ion will be mo e impo an
o hem han pe cei ed con enience. The esul s o
his s udy a e also in acco dance wi h hose o Khan
e al. (2019), ha he esponden s o his s udy we e
pa ien s, he majo i y o whom we e aged om 20
o 40 yea s, namely 48% o he o al esponden s,
and had an unde g adua e educa ion le el. So ha
a hei age and le el o educa ion, esponden s can
easily use he echnology p o ided and he pe cep ion
o con enience is some hing ha is p o ided by
eleconsul a ion se ices, which will c ea e e ec i e
and e icien eleconsul a ion se ices. This esul
indica es ha he younge gene a ion is mo e adap able
o new echnology, including in heal hca e se ices
(Ch is ian, Gula so, e al., 2023).
3. The ela ionship be ween us (TRUST) wi h In en ion
o use (ITU)
The ela ionship be ween PEU and ITU has a pa h
alue o 0.917, a -s a is ic o 6.864, and a p- alue
o 0.000, whe e he s udy accep ed Hypo hesis 3
(Table 5).
The a iable iew o us means ha pa ien s gi e
us o he applica ion in he sense ha pa ien s belie e
ha he eleconsul a ion applica ion is a posi i e
applica ion o imp o e se ices om he hospi al
o pa ien s, so ha i will a ec hei le el o in en ion
o use he hospi al.
In launching his eleconsul a ion applica ion, he
us ac o om pa ien s is indeed an impo an hing
ha mus be ob ained i s . Pa ien s mus belie e
ha by using his eleconsul a ion applica ion, i does
no educe he quali y ha should be ob ained when
ca ying ou di ec se ices. In addi ion, all se ice
ac i i ies in he hospi al ela ed o medical eco d
da a o pe sonal da a a e con iden ial, so hese da a
may no be leaked o sp ead o i esponsible pa ies.
By gaining us , he pa ien will ha e he desi e
o use he eleconsul a ion applica ion p o ided by
he hospi al.
This is in line wi h he esul s o p e ious esea ch,
which s a es ha A icans li ing in China belie e
ha he e-heal h applica ion can indeed p o ide
se ices and con enience o pa ien s. F om he esul s
o da a p ocessing, i can be concluded ha he us
ac o in he hospi al suppo s he pa ien 's in e es
in conduc ing online consul a ions a he hospi al
(Khan e al., 2019). The esea ch indings o Seguí e
al. (2020) no e ha o imp o e capaci y and maximize
use, he public mus i s be con inced ha ele-
consul a ion may be us wo hy and anspa en .
This is no in line wi h he esul s o p e ious
esea ch om Khan e al. (2019), who s a ed ha
A icans li ing in China s a ed ha us did no a ec
hei in en ion o use he e-heal h applica ion. The
indings indica ed ha A ican s uden s who a e in
China a e no mo e conce ned wi h us ing and
disclosing all in o ma ion o doc o s o ce ain
easons. I is suspec ed ha A ican s uden pa ien s
a e willing o sha e in o ma ion wi h doc o s bu
no wi h o he s o e en wi h hei amilies.
Howe e , his is in con as o he esul s o esea ch
om Abbas e al. (2018), which s a es ha us
e lec s a belie sys em ha esul s in beha io change,
especially in he use o echnology applica ions ela ed
o heal h. The e-heal h applica ion will build us
in he mind o he indi idual i i can pe o m he
expec ed unc ion and b ing he esul s expec ed by
he indi idual. So acco ding o Abbas e al. (2018),
us is some hing ha can make beha io o use
e-heal h applica ions ha can ca y ou a posi i e
e alua ion o he applica ion. The mo e posi i e and
us ing he indi idual's in en ion o use he e-heal h
applica ion, he highe he possibili y ha he will
pe o m beha io s ha will use he e-heal h applica ion.
