Post Acceptance Model for Online Teleconsultation services: An Empirical Study in Malaysia

Abstract

Most nations across the world are actively pursuing equal access to healthcare services. Teleconsultation technology is a substantial improvement in terms of an effective framework for the provision of healthcare services. However, a lack of understanding of people’s willingness towards the use of this technology has been observed. The goal of this study is to investigate the factors affecting the post-acceptance of teleconsultation services in Malaysia. This study developed a theoretical model which involves the combination of the second generation of Unified Theory of Acceptance and Use of Technology (UTAUT2) and Expectation Confirmation Theory (ECT), with the inclusion of several other constructs. An online survey was used to collect data from 154 university students and partial least squares (PLS) approach was used for data analysis. The research findings indicate that confirmation, performance, effort expectancy, usefulness, and satisfaction were the key factors that affect the post-acceptance of teleconsultation services. Furthermore, actual use, ease of use, technology readiness, and facilitating conditions did not impact participants' post intention in the continuous usage of teleconsultation facilities.