Understanding the mediating effects of relationship quality on technology acceptance: An empirical study of E-appointment system

Journal of Medical Systems

Volumn 37, Issue 6, 2013, Pages

  Chen, Shih Chih ^b   Liu, Shih Chi ^c   Li, Shing Han ^c   Yen, David C ^a  

^a STATE UNIVERSITY OF NEW YORK   (United States)

^b SOUTHERN TAIWAN UNIVERSITY OF SCIENCE AND TECHNOLOGY   (Taiwan)

^c TATUNG UNIVERSITY   (Taiwan)

Author keywords

Continuance intention; E appointment system; Relationship quality; Self service technology; Technology acceptance model

Indexed keywords

ARTICLE; COMPUTER SYSTEM; CONVERGENT VALIDITY; HEALTH CARE PERSONNEL; HOSPITAL E APPOINTMENT SYSTEM; INFORMATION TECHNOLOGY; INTERNET; MEDICAL CARE; MEDICAL INFORMATION SYSTEM; MEDICAL SERVICE; MOBILE PHONE; RELIABILITY; STRUCTURAL EQUATION MODELING; TAIWAN; ATTITUDE TO COMPUTERS; COMPUTER INTERFACE; HOSPITAL MANAGEMENT; HUMAN; HUMAN RELATION; PATIENT SATISFACTION;

APPOINTMENTS AND SCHEDULES; ATTITUDE TO COMPUTERS; HUMANS; INTERNET; PATIENT SATISFACTION; PROFESSIONAL-PATIENT RELATIONS; TAIWAN; USER-COMPUTER INTERFACE;

EID: 84891592820     PISSN: 01485598     EISSN: 1573689X     Source Type: Journal    
DOI: 10.1007/s10916-013-9981-0     Document Type: Article

References (94)

1. Liang, D.-S., Su, J.-C., Sie, Y.-D., Chen, S.-H., Liou, H.-T., Chen, Y.-M., A survey of broadband usage in Taiwan. Taiwan Network Information Center, 2012.
2. Orruño, E., Gagnon, M. P., Asua, J., and Abdeljelil, A. B., Evaluation of teledermatology adoption by health-care professionals using a modified Technology Acceptance Model. J. Telemed. Telecare 17(6):303-307, 2011.
3. Yarbrough, A. K., and Smith, T. B., Technology acceptance among physicians. Med. Care Res. Rev. 64(6):650-672, 2007.
4. Lin, J.-S. C., and Chang, H.-C., The role of technology readiness in self-service technology acceptance. Manag. Serv. Qual. 21(4):424-444, 2011.
5. Kim, D., and Chang, H., Key functional characteristics in designing and operating health information websites for user satisfaction: An application of the extended technology acceptance model. Int. J. Med. Inform. 76(11-12):790-800, 2007.
6. Leuthesser, L., Supplier relational behavior: An empirical assessment. Ind. Mark. Manag. 26(3):245-254, 1997.
7. Lin, C.-P., and Ding, C., Comparing the main effects and moderating effects of education among three models in IT service: A quantitative approach. Qual. Quan. 43(4):617-633, 2009.
8. Smith, J. B., Buyer-seller relationships: Similarity, relationship management, and quality. Psychol. Mark. 15(1):3-21, 1998.
9. Tam, J. L. M., and Wong, Y. H., Interactive selling: A dynamic framework for services. J. Serv. Mark. 15(5):379-396, 2001.
10. Wulf, K. D., Odekerken-Schröder, G., and Iacobucci, D., Investments in consumer relationships: A cross-country and cross-industry exploration. J. Mark. 65(4):33-50, 2001.
11. Athanasopoulou, P., Relationship quality: A critical literature review and research agenda. Eur. J. Mark. 43(5/6):583-610, 2009.
12. Moliner, M. A., Loyalty, perceived value and relationship quality in healthcare services. J. Serv. Manag. 20(1):76-97, 2009.
13. Zhang, Y., Fang, Y., Wei, K.-K., Ramsey, E., McCole, P., and Chen, H., Repurchase intention in B2C e-commerce - A relationship quality perspective. Inform. Manag. 48(6):192-200, 2011.
14. Roca, J. C., Chiu, C.-M., and Martínez, F. J., Understanding e-learning continuance intention: An extension of the technology acceptance model. Intern. J. Hum.-Comput. Stud. 64(8):683-696, 2006.
15. Tung, F. C., Chang, S. C., and Chou, C. M., An extension of trust and TAM model with IDT in the adoption of the electronic logistics information system in HIS in the medical industry. Int. J. Med. Inform. 77(5):324-35, 2008.
16. Wang, C.-C., Lo, S.-K., and Fang, W., Extending the technology acceptance model to mobile telecommunication innovation: The existence of network externalities. J. Consum. Behav. 7(2):101-110, 2008.
17. Aggelidis, V. P., and Chatzoglou, P. D., Using a modified technology acceptance model in hospitals. Int. J. Med. Inform. 78(2):115-126, 2009.
18. Chiu, C.-K., Understanding relationship quality and online purchase intention in e-tourism: A qualitative application. Qual. Quan. 43(4):669-675, 2009.
19. Crosby, L. A., Evans, K. R., and Cowles, D., Relationship quality in services selling: An interpersonal influence perspective. J. Mark. 54(3):68-81, 1990.
20. Al-Khaldi, M. A., and Wallace, R. S. O., The influence of attitudes on personal computer utilization among knowledge workers: The case of Saudi Arabia. Inform. Manag. 31:185-204, 1999.
21. Somers, T. M., Nelson, K., and Karimi, J., Confirmatory factor analysis of the end-user computing satisfaction instrument: Replication within an ERP domain. Decis. Sci. 34(3):595-621, 2003.
22. Wu, I. L., and Chen, J. L., An extension of Trust and TAM model with TPB in the initial adoption of online tax: An empirical study. Int. J. Hum. Comput. Stud. 62(6):784-808, 2005.
23. Zviran, M., Pliskin, N., and Levin, R., Measuring user satisfaction and perceived usefulness in the ERP context. J. Comp. Inform. Sys. 45(3):43-52, 2005.
24. Wu, J. H., and Wang, Y. M., Measuring ERP success: The key-users' viewpoint of the ERP to produce a viable IS in the organization. Comput. Hum. Behav. 23(3):1582-1596, 2007.
25. Chen, S. C., Yen, D. C., and Hwang, M. I., Factors influencing the continuance intention to the usage of web 2.0: An empirical study. Comput. Hum. Behav. 28(3):933-941, 2012.
26. Chen, S. C., Liu, M. L., and Lin, C. P., Integrating technology readiness into the expectation-confirmation model: An empirical study of mobile services. Cyberpsych. Beh. Soc. N. 16(8):604-612, 2013.
27. Lin, C. P., and Ding, C. G., Opening the black box: Assessing the mediating mechanism of relationship quality and the moderating effects of prior experience in ISP service. Int. J. Serv. Ind. Manag. 16(1):55-80, 2005.
28. Rauyruen, P., and Miller, K. E., Relationship quality as a predictor of B2B customer loyalty. J. Bus. Res. 60(1):21-31, 2007.
29. Sanchez-Franco, M. J., Ramos, A. F. V., and Velicia, F. A. M., The moderating effect of gender on relationship quality and loyalty toward Internet service providers. Inform. Manag. 46(3):196-202, 2009.
30. Vesel, P., and Zabkar, V., Comprehension of relationship quality in the retail environment. Manag. Serv. Qual. 20(3):213-235, 2010.
31. Chen, S. C., To use or not to use: Understanding the factors affecting continuance intention of mobile banking. Int. J. Mob. Commun. 10(5):490-507, 2012.
32. Davis, F.D., Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly. 319-340, 1989.
33. Fishbein, M., and Ajzen, I., Belief, attitude, intention, and behavior: An introduction to theory and research. Addison-Wesley Pub. Co, MA, United States, 1975.
34. Shin, D. H., 3DTV as a social platform for communication and interaction. Inform. Technol. People 25(1):55-80, 2012.
35. Schepers, J., and Wetzels, M., A meta-analysis of the technology acceptance model: Investigating subjective norm and moderation effects. Inform. Manag. 44(1):90-103, 2007.
36. Legris, P., Ingham, J., and Collerette, P., Why do people use information technology? A critical review of the technology acceptance model. Inform. Manag. 40(3):191-204, 2003.
37. Lee, Y.-C., Li, M.-L., Yen, T.-M., and Huang, T.-H., Analysis of fuzzy decision making trial and evaluation laboratory on technology acceptance model. Expert Syst. Appl. 38(12):14407-14416, 2011.
38. Davis, F. D., Bagozzi, R. P., and Warshaw, P. R., User acceptance of computer technology: A comparison of two theoretical models. Manag. Sci. 35(8):982-1003, 1989.
39. Sipior, J. C., Ward, B. T., and Connolly, R., The digital divide and t-government in the United States: Using the technology acceptance model to understand usage. Eur. J. Inf. Syst. 20(3):308-328, 2010.
40. Teo, T., Lee, C. B., and Chai, C. S., Understanding pre-service teachers' computer attitudes: Applying and extending the technology acceptance model. J. Comput. Assist. Learn. 24(2):128-143, 2008.
41. Steyn, P., Salehi-Sangari, E., Pitt, L., Parent, M., and Berthon, P., The social media release as a public relations tool: Intentions to use among B2B bloggers. Public Relat. Rev. 36(1):87-89, 2010.
42. Liu, S.-H., Liao, H.-L., and Pratt, J. A., Impact of media richness and flow on e-learning technology acceptance. Comput. Educ. 52(3):599-607, 2009.
43. Ha, S., and Stoel, L., Consumer e-shopping acceptance: Antecedents in a technology acceptance model. J. Bus. Res. 62(5):565-571, 2009.
44. Chiu, C.-M., Lin, H.-Y., Sun, S.-Y., and Hsu, M.-H., Understanding customers' loyalty intentions towards online shopping: an integration of technology acceptance model and fairness theory. Behav. Inform. Technol. 28(4):347-360, 2009.
45. Bhattacherjee, A., and Hikmet, N., Physicians' resistance toward healthcare information technology: A theoretical model and empirical test. Eur. J. Inf. Syst. 16(6):725-737, 2007.
46. Marler, J. H., Fisher, S. L., and Ke, W., Employee self-service technology acceptance: A comparison of pre-implementation and post-implementation relationships. Pers. Psychol. 62(2):327-358, 2009.
47. Hong, J.-C., Hwang, M.-Y., Hsu, H.-F., Wong, W.-T., and Chen, M.-Y., Applying the technology acceptance model in a study of the factors affecting usage of the Taiwan digital archives system. Comput. Educ. 57(3):2086-2094, 2011.
48. Lee, Y.-C., Li, M.-L., Yen, T.-M., and Huang, T.-H., Analysis of adopting an integrated decision making trial and evaluation laboratory on a technology acceptance model. Expert Syst. Appl. 37(2):1745-1754, 2010.
49. Kim, S., and Garrison, G., Investigating mobile wireless technology adoption: An extension of the technology acceptance model. Inf. Syst. Front. 11(3):323-333, 2009.
50. Chin, W. W., Johnson, N., and Schwarz, A., A fast form approach to measuring technology acceptance and other constructs. MIS Q. 32(4):687-703, 2008.
51. Lu, Y., Zhou, T., and Wang, B., Exploring Chinese users' acceptance of instant messaging using the theory of planned behavior, the technology acceptance model, and the flow theory. Comput. Hum. Behav. 25(1):29-39, 2009.
52. Porter, C. E., and Donthu, N., Using the technology acceptance model to explain how attitudes determine Internet usage: The role of perceived access barriers and demographics. J. Bus. Res. 59(9):999-1007, 2006.
53. Park, N., Roman, R., Lee, S., and Chung, J. E., User acceptance of a digital library system in developing countries: An application of the Technology Acceptance Model. Int. J. Inf. Manag. 29(3):196-209, 2009.
54. Kim, T. G., Lee, J. H., and Law, R., An empirical examination of the acceptance behaviour of hotel front office systems: An extended technology acceptance model. Tour. Manag. 29(3):500-513, 2008.
55. Teo, T., Factors influencing teachers' intention to use technology: Model development and test. Comput. Educ. 57(4):2432-2440, 2011.
56. Lee, H.-H., and Chang, E., Consumer attitudes toward online mass customization: An application of extended technology acceptance model. J. Comput.-Mediat. Commun. 16(2):171-200, 2011.
57. Garbarino, E., and Johnson, M. S., The different roles of satisfaction, trust, and commitment in customer relationships. J. Mark. 63(2):70-87, 1999.
58. Ling, C.-P., Ding, C.G., Evaluating group difference in gender during the formation of relationship quality and loyalty in ISP service. IGI Global. 38-62, 2006
59. Macintosh, G., Customer orientation, relationship quality, and relational benefits to the firm. J. Serv. Mark. 21(3):150-159, 2007.
60. Kim, T., Kim, W. G., and Kim, H.-B., The effects of perceived justice on recovery satisfaction, trust, word-of-mouth, and revisit intention in upscale hotels. Tour. Manag. 30(1):51-62, 2009.
61. O'Sullivan, D., Dagger, T., and Chenet, P., Service quality, trust, commitment and service differentiation in business relationships. J. Serv. Mark. 24(5):336-346, 2010.
62. Liu, C.-T., Guo, Y. M., and Lee, C.-H., The effects of relationship quality and switching barriers on customer loyalty. Int. J. Inf. Manag. 31(1):71-79, 2011.
63. Bhattacherjee, A., Understanding information systems continuance: An expectation-confirmation model. MIS Q. 25(3):351-370, 2001.
64. Oliver, R. L., A cognitive model of the antecedents and consequences of satisfaction decisions. J. Mark. Res. 17(4):460-469, 1980.
65. Bhattacherjee, A., and Premkumar, G., Understanding changes in belief and attitude toward information technology usage: A theoretical model and longitudinal test. MIS Q. 28(2):229-254, 2004.
66. Thong, J. Y. L., Hong, S.-J., and Tam, K. Y., The effects of post-adoption beliefs on the expectation-confirmation model for information technology continuance. Intern. J. Hum.-Com. Stud. 64(9):799-810, 2006.
67. Liao, C., Chen, J.-L., and Yen, D. C., Theory of planning behavior (TPB) and customer satisfaction in the continued use of e-service: An integrated model. Comput. Hum. Behav. 23(6):2804-2822, 2007.
68. Bhattacherjee, A., Perols, J., and Sanford, C., Information technology continuance: A theoretical extension and empirical test. J. Comput. Inform. Sys. 49(1):17-26, 2008.
69. Chen, S.-C., Chen, H.-H., and Chen, M.-F., Determinants of satisfaction and continuance intention towards self-service technologies. Indust. Manag. Data Sys. 109(9):1248-1263, 2009.
70. Recker, J., Explaining usage of process modeling grammars: Comparing three theoretical models in the study of two grammars. Inform. Manag. 47(5-6):316-324, 2010.
71. Holden, R. J., and Karsh, B.-T., The technology acceptance model: Its past and its future in health care. J. Biomed. Inform. 43(1):159-172, 2010.
72. Moores, T. T., Towards an integrated model of IT acceptance in healthcare. Decis. Support. Syst. 53(3):507-516, 2012.
73. Chau, P. Y. K., and Hu, P. J.-H., Investigating healthcare professionals' decisions to accept telemedicine technology: An empirical test of competing theories. Inform. Manag. 39(4):297-311, 2002.
74. Wu, J.-H., Shen, W.-S., Lin, L.-M., Greenes, R. A., and Bates, D. W., Testing the technology acceptance model for evaluating healthcare professionals' intention to use an adverse event reporting system. Int. J. Qual. Health Care 20(2):123-129, 2008.
75. Simon, S. R., Kaushal, R., Cleary, P. D., Jenter, C. A., Volk, L. A., Orav, E. J., et al., Physicians and electronic health records: A statewide survey. Arch. Intern. Med. 167(5):507-512, 2007.
76. Alomari, M., Woods, P., and Sandhu, K., Predictors for e-government adoption in Jordan: Deployment of an empirical evaluation based on a citizen-centric approach. Inform. Technol. People 25(2):207-234, 2012.
77. Hennig-Thurau, T., and Klee, A., The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development. Psychol. Mark. 14(8):737-764, 1997.
78. Chen, S.C., Yen, D.C., Hwang, M.I. Factors influencing the continuance intention to the usage of Web 2.0: An empirical study. Computers in Human Behavior. 2012.
79. Hossain, M. A., and Quaddus, M., The adoption and continued usage intention of RFID: An integrated framework. Inform. Technol. People 24(3):236-256, 2011.
80. Kettinger, W. J., and Lee, C. C., Perceived service quality and user satisfaction with the information services function. Decis. Sci. 25(5-6):737-766, 1994.
81. Woo, K.-S., and Fock, H. K. Y., Customer satisfaction in the Hong Kong mobile phone industry. Serv. Indust. J. 19(3):162-174, 1999.
82. Wu, J.-H., Wang, S.-C., and Lin, L.-M., Mobile computing acceptance factors in the healthcare industry: A structural equation model. Int. J. Med. Inform. 76(1):66-77, 2007.
83. Chen, H.-H., and Chen, S.-C., The empirical study of automotive telematics acceptance in Taiwan: Comparing three technology acceptance models. Int. J. Mob. Commun. 7(1):50-65, 2009.
84. Caceres, R. C., and Paparoidamis, N. G., Service quality, relationship satisfaction, trust, commitment and business-to-business loyalty. Eur. J. Mark. 41(7/8):836-867, 2007.
85. Hair, J. F., Black, W. C., Babin, B. J., and Anderson, R. E., Multivariate data analysis: A global perspective 7th ed. Prentice Hall, NJ, USA, 2010.
86. Nunnally, J. C., Psychometric theory. McGraw Hill, New York, p. 701, 1978.
87. Fornell, C., and Larcker, D. F., Evaluating Structural equation models with unobservable variables and measurement error. J. Mark. Res. 18(1):39-50, 1981.
88. Little, T. D., Cunningham, W. A., Shahar, G., and Widaman, K. F., To parcel or not to parcel: Exploring the question, weighing the merits. Struct. Equ. Model. 9(2):151-173, 2002.
89. Sobel, M. E., Asymptotic confidence intervals for indirect effects in structural equation models. Sociol. Method. 13(1982):290-312, 1982.
90. Aroian, L. A., The probability function of the product of two normally distributed variables. Ann. Math. Stat. 18(2):265-271, 1947.
91. Goodman, L. A., On the exact variance of products. J. Am. Stat. Assoc. 55(292):708-713, 1960.
92. Stum, D. L., and Thiry, A., Building customer loyalty. Train. Develop. J. 45(4):34-36, 1991.
93. Walter, Z., and Lopez, M. S., Physician acceptance of information technologies: Role of perceived threat to professional autonomy. Decis. Support. Syst. 46(1):206-215, 2008.
94. Pai, F.-Y., and Huang, K.-I., Applying the technology acceptance model to the introduction of healthcare information systems. Technol. Forecast. Soc. Chang. 78(4):650-660, 2011.