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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 2-九月-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: factorscontributing 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. 2544–3547de 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 andBehavior: 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: 316-348Gatignon, 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 JerseyGoldstein, 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, 63–74Liker, 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.Low, KCP. (2002), Strategic Customer Management,”BusiensscrAFT™ Consultancy.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.Marvin E. González, Gioconda Quesada, Ignacio Urrutia, José V. Gavidia, (2006),Conceptual design of an e-health strategy for the Spanish health care system, International Journal of Health Care Quality Assurance, Vol. 19 Iss: 2 pp. 146 – 157M. Brodie, R.E. Flournoy, D.E. Altman, R.J. Blendon, J.M.Benson, M.D. (2000) Rosenbaum, Health information, the Internet, and the digital divide, Health Affairs (Project Hope) 19, 255–265.M. V. M. Figueredo and J. S. Dias (2004). Mobile telemedicine system for home care and patient monitoring, in Proceedings of the 26th Annual International Conference of the IEEE Engineering in Medicine and Biology Society (EMBS ’04), vol. 2, 3387–3390 MICHAEL, D. S. (1996). Theory and method in health audience segmentation.Journal of health communication, 1(3), 267-284.Manganello, J. A. (2008). Health literacy and adolescents: A framework andagenda for future research. Health Education Research, 23, 840–847.Mohammad Nabil Almunawar, Z. W., Kim Cheng Patrick Low, and a. M.Anshari (2012). Customer Expectation of E-Health Systems in Brunei Darussalam ,J Health Care Finance 38(4): 36-49.Moore, L. G., & Wasson, J. H. (2006). An introduction to technology for patient-centered, collaborative care. The Journal of ambulatory care management,29(3), 195-198.Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of marketing research, 460-469.Pan, S., & Jordan-Marsh, M. (2010). Internet use intention and adoption among Chinese older adults: From the expanded technology acceptance model perspective. Computers in Human Behavior, 26(5), 1111-1119.Patel, M., Patel, I. M., Patel, Y. M., & Rathi, S. K. (2012). Factors Associated with Consumption of Diabetic Diet among Type 2 Diabetic Subjects from Ahmedabad, Western India. Journal Of Health, Population, & Nutrition, 30(4), 447-455.Pastors JG, Warshaw H, Daly A, Franz M, Kulkarni K. The evidence for the effectiveness of medical nutrition therapy in diabetes management. Diabetes Care 2002;25:608-13.Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988). SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality, Journal of retailing, 64(1), 12-40.Patterson, P. G., & Spreng, R. A. (1997). Modeling the Relationship between Perceived Value, Satisfaction, and Repurchase Intentions in a Business-to-Business. Services Context: An Empirical Examination. International Journal of Service Industry Management, 8 (5), 414-434.R. Sethuram, A.N. Weerakkody (2010). Health information on the Internet, Journal of Obstetrics Gynaecology 30 ,119–121.S.W. Ryu, Y.J. Ha (2004). Usage of health information on the Internet, Health Welfare Policy Forum (89) 71–87.Silber D (2003) The Case for eHealth. Presented at the European Commission’s first high-level conference on eHealth May 22/23 2003. European Institute of Public Administration. Available: http://ec.europa.eu/information_society/eeurope/ehealth/conference/2003/doc/the_case_for_eHealth.pdf. Accessed 22 July 2012Smucker Barnwell, S. V., Juretic, M. A., Hoerster, K. D., Van de Plasch, R., & Felker, B. L. (2012). VA Puget Sound telemental health service to rural veterans: A growing program. Psychological Services, 9(2), 209-211.Houston, T. K., & Allison, J. J. (2002). Users of Internet health information: differences by health status. Journal of Medical Internet Research, 4(2).Taylor, S., & Todd, P. A. (1995). Assessing IT usage: The role of prior experience. MIS Quarterly, 19(4), 561–570.Taylor, S., & Todd, P. A. (1995). Understanding information technology usage: A test of competing models. Information Systems Research, 16(3), 144–176.Tse, D. K., & Wilton, P. C. (1988). Models of consumer satisfaction formation: an extension. Journal of marketing research, 204-212.Venkatesh, V., & Davis, F. D. (2000). A theoretical extension of the technology acceptance model: Four longitudinal field studies. Management Science, 45(2), 186–204. 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 (作者) 廖怡閔 zh_TW dc.creator (作者) 廖怡閔 zh_TW dc.date (日期) 2012 en_US dc.date.accessioned 2-九月-2013 16:01:21 (UTC+8) - dc.date.available 2-九月-2013 16:01:21 (UTC+8) - dc.date.issued (上傳時間) 2-九月-2013 16:01:21 (UTC+8) - dc.identifier (其他 識別碼) G0100356018 en_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) 100356018 zh_TW dc.description (描述) 101 zh_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 IICONTENTS IIICHAPTER 1 – INTRODUCTION 1CHAPTER 2: LITERATURE REVIEW 32.1 E-health care service design issues 32.1 By Whom (service delivery) 32.2 What (service offerings) 42.3 For Whom (customer segment) 72.4 When (user demands) 72.5 How (satisfaction) 7CHAPTER 3-RESEARCH MODEL AND HYPOTHESIS 93.1 Research Model 93.2.1 Service features - By whom 103.2.2 Service features – What 113.2.3 Service features - For whom 123.2.4 Service features – When 123.2.5 Service features – How 12CHAPTER 4-RESEARCH PLAN 144.1 Case Background 144.2 Measurements 144.3 Data Collection 174.4 Reliability 204-5 Discriminant validity 22CHAPTER 5: RESULTS AND DISCUSSION 245.1 Results 245.1 .1 Factors that affect the intention to adopt E-health 245.1 .2 Factors that affect the adoption of e-health 275.1. 3 Factors that affect people’s continued use of e-health 305.1.4 The summary of our analysis 335.2 Findings 35CHAPTER 6: CONCLUSION 396.1 Summary 39REFERENCE 17APPENDIXA: QUSTIONAIRE 47APPENDIXB: THE APPROVAL OF NTUH INSTITUTIONAL REVIEW BOARD 53APPENDIX C THE ANOVA TABLE OF INTENTION TO ADOPTION 54APPENDIX 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/#G0100356018 en_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-health en_US dc.subject (關鍵詞) telecare en_US dc.subject (關鍵詞) service features en_US dc.subject (關鍵詞) service usage en_US dc.subject (關鍵詞) service adoption en_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 services en_US dc.type (資料類型) thesis en dc.relation.reference (參考文獻) Al-Gahtani, S. S., & King, M. (1999). Attitudes, satisfaction and usage: factorscontributing 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. 2544–3547de 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 andBehavior: 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: 316-348Gatignon, 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 JerseyGoldstein, 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? 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