以使用者經驗為中心之遠距健康照護科技接受模式之研究 －以竹山秀傳醫院遠距健康照護中心為例

Abstract

我國於2018年進入高齡社會，為達到健康老化、成功老化之目的，遠距健康照護成為政府重大施政目標之一。中老齡長者及慢性患者是否採用遠距健康照護是遠距健康照護成功與否的領先指標，惟現行實施存在一些問題，一是使用者對新科技之使用，二是使用者付費問題。如何以使用者經驗為中心了解問題原因，促使使用者加入或持續使用遠距健康照護服務，是本研究重點。本研究設定之目的有三(1)探討使用者經驗如何透過科技接受模式驗證影響使用者之使用意願(2)現有使用者及潛在使用者的使用意願有何不同(3)探討付費與否如何影響使用意願。\n本研究以使用者經驗為中心，以遠距健康照護服務的使用者經驗（價值、創新、可取得、信任）為科技接受模式的外部變數，探討使用者經驗如何影響知覺有用性、知覺易用性，並進而影響使用意圖與持續使用行為。\n研究對象為竹山秀傳醫院遠距健康照護中心之使用者（原先未付費）及潛在使用者。有效問卷調查共八百零六人，研究結論(1)從使用者經驗觀點來看，要加強使用者之使用意圖，建議對現有使用者加強遠距健康照護之有用性，對潛在使用者作教育訓練以熟悉遠距服務之易用性。(2)以付費與否來看現有使用者，沒有付費高低的問題，只要付費就不接受(3)以付費與否來看潛在使用者，應將資源放在對願付費潛在使用者之易用性宣導，並調整在附加服務的投資。\n本研究之學術意涵有四(1)以使用者經驗為科技接受模式之外部變數(2)考量整體遠照護服務設計而非單一產品之使用者經驗(3)科技接受模式考量付費意願之研究模式(4)現有使用者及潛在使用者使用行為差異性之研究模式。實務意涵有三(1)有助於了解影響使用遠距健康照護之因素(2)以使用者經驗為中心，可供修正現行作法(3)推廣及教育訓練作法

We have entered the aging society in 2018. For the purpose of achieving healthy aging and successful aging, telehealth care has become one of the major government goals. Whether elderly patients and chronic patients adopt telehealth care is the leading indicator of the success of telehealth care. However, there are some problems in the current implementation. One is the use of new technology and the other is user payment. The research focus on understanding the cause of the problems based on user experience and encouraging users to join or continue to use telehealth care services. The purposes of this study are (1) how user experience affects the user`s willingness to use telehealth care services through TAM verification (2) differences in willingness of existing users and potential users to use telehealth care services (3) how the payment will affect the willingness to use telehealth care services.\nThis study focuses on user experience and uses the user experience facets (value, innovation, accessibility, trust) of telehealth care services as external variables of the technology acceptance model to explore how user experience affects perceived usefulness and perceived ease of use and then affect the intention to use and continuous usage.\nThe study object was the users (originally did not pay for the services) and potential users of the Chu Shang Show Chwan Hospital Telehealth Care Center. 806 valid users were surveyed. The conclusions are (1) From the perspective of user experience, to enhance the user`s intention to use, it is recommended to enhance the telehealth care functions to existing users and educate potential users to be familiar with telehealth care services. (2) As of payment issue toward existing users, as long as payment is required, existing users would reject to use no matter how much it costs. (3) As of payment issue toward potential users, it is recommended to allocate resources on educating potential users who are willing to pay to enhance the ease of using telehealth care services. Besides, it is recommended to reduce investment in supplementary services.\nThe implications of this research are (1) user experience facets as external variables of technology acceptance model (2) consideration of the user experience of overall telehealth care services design rather than that of single product (3) the willingness to pay for the technology acceptance model (4) the cause of behavioral intention differences between existing users and potential users. The applications are (1) to understand the factors which affect the use of telehealth care services (2) to correct current practices by user experience-centered to transform current practices (3) promotion and training practices.