DEVELOPMENT OF POST-ADOPTION BEHAVIORS MODEL FOR TELEMEDICINE APLICATION CONSIDERING QUALITY AND TRUST

• Main Author: Amar Muttaqin, Muhammad
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/84958
• Institution: Institut Teknologi Bandung

Telemedicine, defined as remote medical consultation utilizing communication technology to connect patients with healthcare providers, has gained significant attention, particularly during the COVID-19 pandemic, which accelerated the shift from in-person to remote healthcare. Despite its demonstrated benefits, such as improved accessibility and service efficiency, the sustainability of telemedicine use post-pandemic remains a critical question. This study aims to understand the factors influencing post-adoption behaviors of telemedicine users by developing a post-adoption behavior model focusing on the impact of quality and trust on user engagement. The model examines the extent to which engagement influences users' intention to continue using the service (continuance intention), enhance their use of telemedicine (enhanced use behaviors), and recommend it to others (recommendation). The quality factor is constructed from system quality, interaction quality, and security and confidentiality. Data was collected through a questionnaire distributed to 245 respondents who had previously used telemedicine services. Most respondents were aged 20 to 30 years old and resided in West Java. Halodoc and Alodokter were the most frequently used telemedicine applications, with most respondents having used these applications for three to seven months. PLS-SEM was employed to analyze the data, revealing that the quality factor positively influences engagement and trust, which in turn positively affects engagement. Engagement was found to have a direct positive impact on enhanced use behavior, continuance intention, and recommendation. The health consciousness factor only moderated the relationship between engagement and enhanced use behavior.