The Antecedents of Customer Intention to Use Mobile Health: An Application of Extended Technology Acceptance Model

ABSTRACT

The recent development of information technology has changed how individuals access services via online public transportation, e-marketplace, e-commerce, as well as ehealthcare. As the COVID-19 pandemic forces the customers to minimize contact with the service providers, they begin to use e-healthcare for their daily needs, medical consultations, online medicine purchases, even COVID-19 test appointments can be arranged using this application. The purpose of this study is to examine the main drivers of customer intention to use mobile health. The study applies the Extended Technology Acceptance Model. The study also adds external variables that are affecting customer's intention to use were added to the model. The data was collected through online surveys, consisting of two hundred respondents of mobile health users. The data was analyzed using structural equation models, the result shows that customer's intention to use e-healthcare application is heavily influenced by perceived usefulness and perceived ease of use, as well as subjective norm, health consciousness, and communication effectiveness. Furthermore, this study also offers tangible recommendations of improvement for current mobile healthcare companies. © 2021 IEEE.