Investigating Patients' Continuance Intention Toward Conversational Agents in Outpatient Departments: Cross-sectional Field Survey

• DOI: 10.2196/40681
• Publication Date: 2022-10-20T05:44:20Z
• Authors: Xingyi Li; Shirong Xie; Zhengqiang Ye; Shishi Ma; Guangjun Yu
• Keywords: Continuance; Cross-sectional study; Thematic Analysis

Conversational agents (CAs) have been developed in outpatient departments to improve physician-patient communication efficiency. As end users, patients' continuance intention is essential for the sustainable development of CAs.The aim this study was facilitate successful usage CAs by identifying key factors influencing and proposing corresponding managerial implications.This proposed an extended expectation-confirmation model empirically tested via a cross-sectional field survey. The questionnaire included demographic characteristics, multiple-item scales, optional open-ended question on specific expectations CAs. Partial least squares structural equation modeling applied assess hypotheses. qualitative data were analyzed thematic analysis.A total 172 completed questionaries received, with 100% (172/172) response rate. explained 75.5% variance intention. Both satisfaction (β=.68; P<.001) perceived usefulness (β=.221; P=.004) significant predictors Patients' extent confirmation significantly positively affected both (β=.817; (β=.61; P<.001). Contrary expectations, ease use had no impact (β=.048; P=.37), (β=-.004; P=.63), (β=.026; P=.91). following three themes extracted from 74 answers question: personalized interaction, effective utilization, clear illustrations.This identified toward Satisfaction (P<.001 P<.004, respectively) P<.001, respectively). Developing better understanding can help administrators figure out how implementation Efforts should be made improving aspects that patients reasonably expect have, which include interactions, illustrations.