Factors Promoting Healthcare Chatbot Adoption Based on Technology Acceptance Model

Bermeo-Giraldo M.C.; Patiño-Toro O.N.; Valencia-Arias A.; Rodríguez-Correa P.A. · Journal of Innovation Management (2023) · DOI: 10.24840/2183-0606_011.003_0004

Resumen

Chatbots have been increasingly adopted in multiple contexts, including healthcare. This study aims to identify the factors influencing the acceptance of chatbots by healthcare users. For that purpose, it adopted a quantitative approach; a correlational scope; and confirmatory factor analyses using SPSS software to examine a sample of 259 surveys answered by chatbot users. The hypotheses in the model proposed here were tested using Somers’ D coefficient. The results indicate an association between two factors: problem-solving and access to updated information. There are other significant relationships between usage knowledge, access to updated information, problem-solving, and perceived humanness. These findings can be used by healthcare managers, policy-makers, and practitioners to increase adoption of chatbots in the future. © The Author(s) 2023.

Instituciones: Universidad Señor de Sipán