Abstract
Public health institutions are making a great effort to develop patient-targeted ICT-based services in an attempt to enhance their effectiveness and reduce expenses. However, if patients do not use those services regularly, public health institutions will have wasted their limited resources. Hence, patients’ e-loyalty is essential for the success of ICT-based healthcare services. In this research, an extended Technology Acceptance Model (TAM) is developed to test e-loyalty towards ICT-based healthcare services from a sample of 256 users. The results obtained suggest that the core constructs of TAM (perceived usefulness, ease of use and attitude) significantly affect users’ behavioural intentions (i.e. e-loyalty). This study also reveals a general support for patient satisfaction as a determinant of e-loyalty in ICT-based healthcare services. Finally, the implications of the findings are discussed and useful insights are provided on what policy to follow to establish the appropriate conditions to build patients’ e-loyalty.
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Martínez-Caro, E., Cegarra-Navarro, J.G., Solano-Lorente, M. (2012). e-Loyalty Towards ICT-Based Healthcare Services: A Patients’ Perspective. In: Sethi, S., Bogataj, M., Ros-McDonnell, L. (eds) Industrial Engineering: Innovative Networks. Springer, London. https://doi.org/10.1007/978-1-4471-2321-7_11
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DOI: https://doi.org/10.1007/978-1-4471-2321-7_11
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