應用科技接受模式探討高血壓個案對居家遠距健康照護服務滿意度與付費意願之關係

Applying technology acceptance model on home tele-healthcare satisfaction among hypertension patients

本研究之目的在了解高血壓個案對於臺北市政府居家型「市民健康生活照護服務」之滿意度與付費意願探討，作為日後服務模式修正與系統改善之參考。本研究採橫斷式調查研究，以科技接受模式（ Technology Acceptance Model, TAM）為基礎，主要包括認知易用性、認知有用性、服務滿意度與付費意願四個部分。經個案同意後，以受訓後之專業客服人員執行電話調查。分析方法主要以結構方程模式進行驗證性分析。本研究之研究模型未來可應用於其他類型慢性病個案對遠距健康照護服務滿意度之參考。高血壓個案的認知易用性是對於居家型遠距服務滿意度之主要影響因素。認知易用 性、認知有用性與服務滿意度對付費意願部份無任何影響。發展與修正遠距健康照護模型時，如何提升照護模型內容之易用性與有用性認知，是資訊系統發展部門與使用者溝通時必須關注之重點，了解居家慢性病個案之需求性，將有利於遠距健康照護模型之成功發展。

The study aims to assess the satisfaction of a Tele-healthcare program initiated by Taipei City Government among home-based hypertension patients. In this cross-sectional study, Technology Acceptance Model (TAM) was used as a theoretical foundation to analyze four constructs including perceived ease of use, perceived usefulness, satisfaction and willingness to pay. With consent from study subjects, phone interviews were done by skilled interviewers. Structural equation model (SEM) was adopted as the data analysis tool. The similar methods could be applied to assess the satisfaction of Tele-healthcare services among patients with other chronic diseases. Findings obtained from this study indicated that the perceived ease of use was a dominant factor affecting user satisfaction. No significant effect was observed for the influence of perceived ease of use, perceived usefulness, or user satisfaction on the willingness to pay among hypertension patients. How to increase perceived ease of use and perceived usefulness of Tele-healthcare system should be the focus of communication between system developer and user while creating and modifying the program. Understanding the needs of home-based chronic patients will be useful to establish a successful Telehealthcare system.