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題名 探討遠距照護服務之關鍵因子
Exploring key service features that impact the intention, adoption, and continued use of e-health services
作者 廖怡閔
貢獻者 張欣綠
廖怡閔
關鍵詞 遠距照護
服務因子
遠距醫療
服務模式
服務科學
e-health
telecare
service features
service usage
service adoption
日期 2012
上傳時間 2-Sep-2013 16:01:21 (UTC+8)
摘要 根據以往的研究，遠距照護或醫療必須以客戶為中心，才能在當今競爭激烈的市場中生存。雖然先前的研究已經討論了資訊科技於遠距照護的使用，很少有研究著重於客戶的角度來看，一個良好的遠距照護的客戶的要求是什麼，現在還尚未清楚。
因此，本研究試圖確定影響客戶的意圖，採納和使用遠距照護的服務功能。本研究使用服務功能分類，分為五類：通過誰，什麼，誰，何時，以及如何做為研究面向。
本研究欲發現哪些服務功能，可以觸發的潛在客戶的興趣，增強他們願意接納服務，並激勵現有客戶繼續使用該服務。
這項研究的結果已經顯示，影響人的意圖，採取服務的因素是：在服務加入的管道，服務的組件，疾病類型和年齡，服務供應的頻率，和服務和平台的滿意度。此外，影響人們採用的服務因子包括：服務加入的管道，服務的組件，疾病類型和年齡，服務供給的頻率，和服務和平台的滿意度。
此外，結果顯示影響人們繼續使用該服務的服務得因子有，疾病類型和年齡的組成部分和服務和平台的滿意度。
According to previous research, e-health systems must be customer-focused to survive in today’s competitive market. Although previous studies have discussed e-health ICT usage, few studies have focused on the customer’s point of view. It is still unclear what customers’ requirements for good e-health service are. Thus, this research attempts to determine the service features that affect customers’ intention to adopt and use e-health services. We use the service concept to classify the service features into five categories: by whom, what, for whom, when, and how. We are interested in discovering these service features that can trigger the interest of potential customers, enhance their willingness to adopt the service, and motivate the existing customers to continue using the service.
The results of this research have shown that the factors that affect people’s intention to adopt the services are: the channel to join the service, the components of the services, disease type and ages , the frequency of service supply, and the satisfaction of service and platform. Also, the factors that affect people adopt the services include: the channel to join the service, the components of the service, disease type and ages, the frequency of service supply, and the satisfaction of service and platform Furthermore, the result shows the factors that affect people to continue using the service are: the component of the service, disease type and ages and the satisfaction of service and platform
參考文獻 Al-Gahtani, S. S., & King, M. (1999). Attitudes, satisfaction and usage: factors
contributing to each in the acceptance of information technology. Behaviour & Infomation Technology, 18(4), 277-297.

Anderson, E. W., & Sullivan, M. W. (1993). The antecedents and consequences of customer satisfaction for firms. Marketing science, 12(2), 125-143.

Arch G.M., Ngaire K.F., Clive D.B., Katherine H. &Christopher P. (2003) Perspectives from the United Doctors developing patient trust: Perspectives from the United States and New Zealand.NZFP , 30(5),336-341"

Bhattacherjee, A. (2001). Understanding information systems continuance: An expectation-confirmation model. MIS quarterly, 25(3), 351-370.

Catwell, L., & Sheikh, A. (2009). Evaluating eHealth Interventions: The Need for Continuous Systemic Evaluation. Plos Medicine, 6(8), 1-6.

Clark, G., Johnston, R., Shulver, M., 2000. Exploiting the service concept for service design and development. In: Fitzsimmons, J., Fitzsimmons, M. (Eds.), New Service Design. Sage, Thousand Oaks, CA, pp. 71–91.

Communication from the Commission to the Council, the European Parliament,
the European Economic and Social Committee and the Committee of the Regions. e-Health-making healthcare better for European citizens: an action plan for a European e-Health Area. Available at: http://europa.eu.int/eur-lex/en/com/ cnc/2004/com2004_0356en01.pdf. Accessed January 29, 2006.

Cooper, R. B.; and Zmud, R. W. (1990) .Information Technology Implementation Research: A Technological Diffusion Approach. Management Science, vol. 36, n°2, 1990, pp. 123-139.

J. A. Czepiel, L. Rosenberg and A. Akerele, Perspectives on Consumer Satisfaction,Proceedings of the 1974 National Conference, American Marketing Association Chicago: American Marketing Association, 1975: 119-123. Reprinted in Japan in YTV Report, No. 98 (May 1975): 64-69.

Dabholkar, P. A., Shepherd, C. D., & Thorpe, D. I. (2000). A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study. Journal of Retailing, 76(2), 139-173.

Daneman, D. (2006). Type 1 diabetes. The Lancet, 367(9513), 847-858.

DAVIS, F. D. (1986). A Technology Acceptance Model for Empirically Testing New End-User Information Systems: Theory and Results. Doctoral Dissertation, Sloan School of Management, Massachusetts Institute of Technology.

DAVIS, F. D. (1989). Perceived Usefulness , Perceived Ease of Use, and User Acceptance of Information Technology. MIS Quarterly, 13 (3), 319 340.

DAVIS, F. D. (1993). User acceptance of information technology: system characteristics, user perceptions and behavioral impacts. International Journal ofMan-Machine Studies, 38,475 487.

Davis, F. D., Bagozzi, R. P., & Warshaw, P. R. (1989). User acceptance of computer technology: a comparison of two theoretical models. Management science, 35(8), 982-1003.

E. Kyriacou, S. Pavlopoulos, D. Koutsouris, A. S. Andreou, C. Pattichis, and C. Schizas (2001).Multipurpose health care ehealth system, II. Engineering in Medicine and Biology Society, in Proceedings of the 23rd Annual International Conference of the IEEE, vol. 4. 2544–3547

de Toledo, P., Jiménez, S., del Pozo, F., Roca, J., Alonso, A., & Hernandez, C. (2006). Telemedicine experience for chronic care in COPD. Information Technology in Biomedicine, IEEE Transactions on, 10(3), 567-573.

Fishbein, M. and AJZEN, I.(1975) Belief, Attitude, Intention and
Behavior: An Introduction to Theory and Research. (Reading, MA: Addison-Wesley).

Fox S. Digital Divisions: Washington, DC. Pew Internet & American Life Project, October 5, 2005. Available at: http://www.pewinternet.org/pdfs/PIP_Digital_Divisions_Oct_5_2005.pd. Accessed January 29, 2012.

Gatignon, H., & Robertson, T. S. (1985). A propositional inventory for new diffusion research. Journal of Consumer Research, 849-867.

Gatignon, H. and T. S. Robertson (1991). Innovative decision processes. Handbook of Consumer Behavior. T. S. Robertson and H. H. Kassarjian. Englewood Cliffs, NJ, Prentice-Hall: 316-348

Gatignon, Hubert and Thomas S. Robertson, (1991) Innovative Decision Processes,Ch 9 in Handbook of Consumer Behavior, Eds. T.S. Robertson and H.H.Kassarjian, Prentice-Hall, Englewood Cliffs, New Jersey

Goldstein, S. M., Johnston, R., Duffy, J., & Rao, J. (2002). The service concept: the missing link in service design research?. Journal of Operations management, 20(2), 121-134.

González, M. E., et al. (2006). Conceptual design of an e-health strategy for the Spanish health care system. International Journal of Health Care Quality Assurance 19(2): 146-157.

Hart, A., Henwood, F., & Wyatt, S. (2004). The role of the Internet in patient-practitioner relationships: findings from a qualitative research study. Journal of Medical Internet Research, 6(3).

Hsu, C., & Lu, H. (2004). Why do people play on-line games? An extended TAM with social influences and flow experience. Information & Management, 41, 853–868.

Oh H, Rizo C, Enkin M, Jadad A. (2005). What is eHealth (3): a systematic review of pub-lished definitions,J Med Internet Res. 7(1):e1.

Juretic M, Hill R, Hicken B, Luptak M, Rupper R, Bair B (2012). Predictors of Attrition in Older Users of a Home-Based Monitoring and Health Information Delivery System. Telemed J E Health. 18.9:709.

Karahanna, E., & Straub, D. W. (1999). The psychological origins of perceived usefulness and ease of use. Information & Management, 35(4), 237–250.

Kulkarni K, Castle G, Gregory R, Holmes A, Leontos C, Powers M et al.; The Diabetes Care and Education Dietetic Practice Group. Nutrition Practice Guidelines for Type 1 Diabetes Mellitus positively affect dietitian practices and patient outcomes. J Am Diet Assoc 1998;98:62-70.

Kwon, T. H.; and Zmud, R. W. (1987). Unifying the Fragmented Models of Information Systems Implementation. In J. R. Boland, and R. Hirshheim (eds.), Critical Issues in Information Systems Research, New York: John Wiley, 227-251.

L. Baker, T.H. Wagner, S. Singer, M.K. Bundorf, (2003). Use of the Internet and e-mail for health care information: results from a national survey, JAMA 289 ,2400–2406.

Liao, S., Shao, Y. P., Wang, H., & Chen, A. (1999). The adoption of virtual banking: An empirical study. International Journal of Information Management, 19, 63–74

Liker, J., & Sindi, A. (1997). User acceptance of expert systems: A test of the theory of reasoned action. Journal of Engineering and Technology Management, 14(2), 147–173.

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Martinez, A., Villarroel, V., Seoane, J., & Pozo, F. D. (2004). Rural telemedicine for primary healthcare in developing countries. Technology and Society Magazine, IEEE, 23(2), 13-22.

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描述 碩士
國立政治大學
資訊管理研究所
100356018
101
資料來源 http://thesis.lib.nccu.edu.tw/record/#G0100356018
資料類型 thesis
dc.contributor.advisor 張欣綠zh_TW
dc.contributor.author (Authors) 廖怡閔zh_TW
dc.creator (作者) 廖怡閔zh_TW
dc.date (日期) 2012en_US
dc.date.accessioned 2-Sep-2013 16:01:21 (UTC+8)-
dc.date.available 2-Sep-2013 16:01:21 (UTC+8)-
dc.date.issued (上傳時間) 2-Sep-2013 16:01:21 (UTC+8)-
dc.identifier (Other Identifiers) G0100356018en_US
dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/59297-
dc.description (描述) 碩士zh_TW
dc.description (描述) 國立政治大學zh_TW
dc.description (描述) 資訊管理研究所zh_TW
dc.description (描述) 100356018zh_TW
dc.description (描述) 101zh_TW
dc.description.abstract (摘要) 根據以往的研究，遠距照護或醫療必須以客戶為中心，才能在當今競爭激烈的市場中生存。雖然先前的研究已經討論了資訊科技於遠距照護的使用，很少有研究著重於客戶的角度來看，一個良好的遠距照護的客戶的要求是什麼，現在還尚未清楚。
因此，本研究試圖確定影響客戶的意圖，採納和使用遠距照護的服務功能。本研究使用服務功能分類，分為五類：通過誰，什麼，誰，何時，以及如何做為研究面向。
本研究欲發現哪些服務功能，可以觸發的潛在客戶的興趣，增強他們願意接納服務，並激勵現有客戶繼續使用該服務。
這項研究的結果已經顯示，影響人的意圖，採取服務的因素是：在服務加入的管道，服務的組件，疾病類型和年齡，服務供應的頻率，和服務和平台的滿意度。此外，影響人們採用的服務因子包括：服務加入的管道，服務的組件，疾病類型和年齡，服務供給的頻率，和服務和平台的滿意度。
此外，結果顯示影響人們繼續使用該服務的服務得因子有，疾病類型和年齡的組成部分和服務和平台的滿意度。		zh_TW
dc.description.abstract (摘要) According to previous research, e-health systems must be customer-focused to survive in today’s competitive market. Although previous studies have discussed e-health ICT usage, few studies have focused on the customer’s point of view. It is still unclear what customers’ requirements for good e-health service are. Thus, this research attempts to determine the service features that affect customers’ intention to adopt and use e-health services. We use the service concept to classify the service features into five categories: by whom, what, for whom, when, and how. We are interested in discovering these service features that can trigger the interest of potential customers, enhance their willingness to adopt the service, and motivate the existing customers to continue using the service.
The results of this research have shown that the factors that affect people’s intention to adopt the services are: the channel to join the service, the components of the services, disease type and ages , the frequency of service supply, and the satisfaction of service and platform. Also, the factors that affect people adopt the services include: the channel to join the service, the components of the service, disease type and ages, the frequency of service supply, and the satisfaction of service and platform Furthermore, the result shows the factors that affect people to continue using the service are: the component of the service, disease type and ages and the satisfaction of service and platform		en_US
dc.description.tableofcontents ABSTRACT II
CONTENTS III
CHAPTER 1 – INTRODUCTION 1
CHAPTER 2: LITERATURE REVIEW 3
2.1 E-health care service design issues 3
2.1 By Whom (service delivery) 3
2.2 What (service offerings) 4
2.3 For Whom (customer segment) 7
2.4 When (user demands) 7
2.5 How (satisfaction) 7
CHAPTER 3-RESEARCH MODEL AND HYPOTHESIS 9
3.1 Research Model 9
3.2.1 Service features - By whom 10
3.2.2 Service features – What 11
3.2.3 Service features - For whom 12
3.2.4 Service features – When 12
3.2.5 Service features – How 12
CHAPTER 4-RESEARCH PLAN 14
4.1 Case Background 14
4.2 Measurements 14
4.3 Data Collection 17
4.4 Reliability 20
4-5 Discriminant validity 22
CHAPTER 5: RESULTS AND DISCUSSION 24
5.1 Results 24
5.1 .1 Factors that affect the intention to adopt E-health 24
5.1 .2 Factors that affect the adoption of e-health 27
5.1. 3 Factors that affect people’s continued use of e-health 30
5.1.4 The summary of our analysis 33
5.2 Findings 35
CHAPTER 6: CONCLUSION 39
6.1 Summary 39
REFERENCE 17
APPENDIXA: QUSTIONAIRE 47
APPENDIXB: THE APPROVAL OF NTUH INSTITUTIONAL REVIEW BOARD 53
APPENDIX C THE ANOVA TABLE OF INTENTION TO ADOPTION 54
APPENDIX D THE ANOVA TABLE OF ADOPTION 62		zh_TW
dc.format.extent 829504 bytes-
dc.format.mimetype application/pdf-
dc.language.iso en_US-
dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#G0100356018en_US
dc.subject (關鍵詞) 遠距照護zh_TW
dc.subject (關鍵詞) 服務因子zh_TW
dc.subject (關鍵詞) 遠距醫療zh_TW
dc.subject (關鍵詞) 服務模式zh_TW
dc.subject (關鍵詞) 服務科學zh_TW
dc.subject (關鍵詞) e-healthen_US
dc.subject (關鍵詞) telecareen_US
dc.subject (關鍵詞) service featuresen_US
dc.subject (關鍵詞) service usageen_US
dc.subject (關鍵詞) service adoptionen_US
dc.title (題名) 探討遠距照護服務之關鍵因子zh_TW
dc.title (題名) Exploring key service features that impact the intention, adoption, and continued use of e-health servicesen_US
dc.type (資料類型) thesisen
dc.relation.reference (參考文獻) Al-Gahtani, S. S., & King, M. (1999). Attitudes, satisfaction and usage: factors
contributing to each in the acceptance of information technology. Behaviour & Infomation Technology, 18(4), 277-297.

Anderson, E. W., & Sullivan, M. W. (1993). The antecedents and consequences of customer satisfaction for firms. Marketing science, 12(2), 125-143.

Arch G.M., Ngaire K.F., Clive D.B., Katherine H. &Christopher P. (2003) Perspectives from the United Doctors developing patient trust: Perspectives from the United States and New Zealand.NZFP , 30(5),336-341"

Bhattacherjee, A. (2001). Understanding information systems continuance: An expectation-confirmation model. MIS quarterly, 25(3), 351-370.

Catwell, L., & Sheikh, A. (2009). Evaluating eHealth Interventions: The Need for Continuous Systemic Evaluation. Plos Medicine, 6(8), 1-6.

Clark, G., Johnston, R., Shulver, M., 2000. Exploiting the service concept for service design and development. In: Fitzsimmons, J., Fitzsimmons, M. (Eds.), New Service Design. Sage, Thousand Oaks, CA, pp. 71–91.

Communication from the Commission to the Council, the European Parliament,
the European Economic and Social Committee and the Committee of the Regions. e-Health-making healthcare better for European citizens: an action plan for a European e-Health Area. Available at: http://europa.eu.int/eur-lex/en/com/ cnc/2004/com2004_0356en01.pdf. Accessed January 29, 2006.

Cooper, R. B.; and Zmud, R. W. (1990) .Information Technology Implementation Research: A Technological Diffusion Approach. Management Science, vol. 36, n°2, 1990, pp. 123-139.

J. A. Czepiel, L. Rosenberg and A. Akerele, Perspectives on Consumer Satisfaction,Proceedings of the 1974 National Conference, American Marketing Association Chicago: American Marketing Association, 1975: 119-123. Reprinted in Japan in YTV Report, No. 98 (May 1975): 64-69.

Dabholkar, P. A., Shepherd, C. D., & Thorpe, D. I. (2000). A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study. Journal of Retailing, 76(2), 139-173.

Daneman, D. (2006). Type 1 diabetes. The Lancet, 367(9513), 847-858.

DAVIS, F. D. (1986). A Technology Acceptance Model for Empirically Testing New End-User Information Systems: Theory and Results. Doctoral Dissertation, Sloan School of Management, Massachusetts Institute of Technology.

DAVIS, F. D. (1989). Perceived Usefulness , Perceived Ease of Use, and User Acceptance of Information Technology. MIS Quarterly, 13 (3), 319 340.

DAVIS, F. D. (1993). User acceptance of information technology: system characteristics, user perceptions and behavioral impacts. International Journal ofMan-Machine Studies, 38,475 487.

Davis, F. D., Bagozzi, R. P., & Warshaw, P. R. (1989). User acceptance of computer technology: a comparison of two theoretical models. Management science, 35(8), 982-1003.

E. Kyriacou, S. Pavlopoulos, D. Koutsouris, A. S. Andreou, C. Pattichis, and C. Schizas (2001).Multipurpose health care ehealth system, II. Engineering in Medicine and Biology Society, in Proceedings of the 23rd Annual International Conference of the IEEE, vol. 4. 2544–3547

de Toledo, P., Jiménez, S., del Pozo, F., Roca, J., Alonso, A., & Hernandez, C. (2006). Telemedicine experience for chronic care in COPD. Information Technology in Biomedicine, IEEE Transactions on, 10(3), 567-573.

Fishbein, M. and AJZEN, I.(1975) Belief, Attitude, Intention and
Behavior: An Introduction to Theory and Research. (Reading, MA: Addison-Wesley).

Fox S. Digital Divisions: Washington, DC. Pew Internet & American Life Project, October 5, 2005. Available at: http://www.pewinternet.org/pdfs/PIP_Digital_Divisions_Oct_5_2005.pd. Accessed January 29, 2012.

Gatignon, H., & Robertson, T. S. (1985). A propositional inventory for new diffusion research. Journal of Consumer Research, 849-867.

Gatignon, H. and T. S. Robertson (1991). Innovative decision processes. Handbook of Consumer Behavior. T. S. Robertson and H. H. Kassarjian. Englewood Cliffs, NJ, Prentice-Hall: 316-348

Gatignon, Hubert and Thomas S. Robertson, (1991) Innovative Decision Processes,Ch 9 in Handbook of Consumer Behavior, Eds. T.S. Robertson and H.H.Kassarjian, Prentice-Hall, Englewood Cliffs, New Jersey

Goldstein, S. M., Johnston, R., Duffy, J., & Rao, J. (2002). The service concept: the missing link in service design research?. Journal of Operations management, 20(2), 121-134.

González, M. E., et al. (2006). Conceptual design of an e-health strategy for the Spanish health care system. International Journal of Health Care Quality Assurance 19(2): 146-157.

Hart, A., Henwood, F., & Wyatt, S. (2004). The role of the Internet in patient-practitioner relationships: findings from a qualitative research study. Journal of Medical Internet Research, 6(3).

Hsu, C., & Lu, H. (2004). Why do people play on-line games? An extended TAM with social influences and flow experience. Information & Management, 41, 853–868.

Oh H, Rizo C, Enkin M, Jadad A. (2005). What is eHealth (3): a systematic review of pub-lished definitions,J Med Internet Res. 7(1):e1.

Juretic M, Hill R, Hicken B, Luptak M, Rupper R, Bair B (2012). Predictors of Attrition in Older Users of a Home-Based Monitoring and Health Information Delivery System. Telemed J E Health. 18.9:709.

Karahanna, E., & Straub, D. W. (1999). The psychological origins of perceived usefulness and ease of use. Information & Management, 35(4), 237–250.

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