探索RFID醫療環境的顧客隱私感受

Exploring Privacy Perception of Customers on RFID-Enabled Healthcare

RFID 科技興起後不僅受到媒體的經常報導，同時廣受提升健康照護品質的深切期許。不過，雖然在識別上以及追蹤上具有突破性的特點，目前健康醫療領域採用的程度仍然不高。大部分文獻將採用緩慢部份歸因於技術因素（如讀取率議題）、成本考量以及顧客產生隱私顧慮的潛在影響。為了深入了解 RFID引入健康醫療環境所可能引發的顧客顧慮，本研究採取前測-後測實驗設計法，試圖探索顧客在 RFID 情境中如何在健康醫療品質各構面中進行取捨。實驗結果發現，受試者面對 RFID 醫療情境時顯著提升其隱私顧慮，這個結果驗證了隱私顧慮存在的可能性。至於文獻中經常提及的兩種隱私侵犯類型--資訊隱私侵犯與位置隱私侵犯，在本實驗中並未發現顯著差異；因而可推論兩種類型所引發的隱私顧慮應受到同等重視。其餘發現包含 RFID 知識程度、年齡與教育背景等因素，都顯著影響到隱私顧慮程度。基於上述發現，本論文呈現一些實務管理建議，以提供健康醫療機構減輕顧客的風險感受，以期當透過 RFID 建造便利醫療環境時，能夠減輕顧客的心理抗拒。

The RFID technology has been frequently voiced in the media with the expectations to improve healthcare quality. Despite with its salient features in identification and tracking, the adoption remains slow in the healthcare sector. Much of the literature attributes the slow adoption to technological factors (e.g., read accuracy) and costs, as well as the potential influence of privacy infringement on healthcare customers. To realize how healthcare users will respond to the RFID technology, this investigation conducts a pretest-posttest experiment to understand how customers trade-off non-quantifiable factors of healthcare service quality that may exhibit only subtle differences in an RFID-enabled environment. The finding revealed that perceived privacy concern was significantly heightened in RFID-enabled scenarios, which experimentally confirms the existence of the privacy concen. Another finding revealed that no significant difference existed between an information-privacy-invading scenario and a location-privacy-invading scenario, indicating the equal risk of both types of privacy infringements. Other factors were found to have significant relations to perceived privacy concern, including the level of RFID knowledge, age, and educational background. Based on these findings, some practical suggestions are offered to alleviate the customers‘ risky perceptions towards a convenient but threatening RFID healthcare environment.