J Med Syst (2013) 37:9981 DOI 10.1007/s10916-013-9981-0
ORIGINAL PAPER
Understanding the Mediating Effects of Relationship Quality on Technology Acceptance: An Empirical Study of E-Appointment System Shih-Chih Chen & Shih-Chi Liu & Shing-Han Li & David C. Yen
Received: 5 July 2013 / Accepted: 2 October 2013 # Springer Science+Business Media New York 2013
Abstract This study extends the Technology Acceptance Model (TAM) by incorporating relationship quality as a mediator to construct a comprehensive framework for understanding the influence on continuance intention in the hospital eappointment system. A survey of 334 Taiwanese citizens who were contacted via phone or the Internet and Structural Equation Modeling (SEM) is used for path analysis and hypothesis tests. The study shows that perceived ease of use (PEOU) and perceived usefulness (PU) have significant influence on continuance intention through the mediation of relationship quality, consisting of satisfaction and trust. The direct impact of relationship quality on continuance intention is also significant. The analytical results reveal that the relationship between the hospital, patients and e-appointment users can be improved via enhancing the continued usage of e-appointment. This paper also proposes a general model to synthesize the essence of
D. C. Yen (*) School of Economics and Business, SUNY College, 226 Netzer Administration Bldg., Oneonta, NY 13820, USA e-mail:
[email protected] S.
