Determinants of Customers’ Intention to Use Healthcare Chatbots and Apps in Bangkok, Thailand

Abstract

This study identifies the influence of performance expectancy, effort expectancy, social influence, facilitating conditions, and trust on intention to use healthcare chatbots and apps among users in Bangkok, Thailand. The online convenience sampling method collected data from 387 healthcare chatbots and apps users in Bangkok, Thailand. The results confirm these significant influencing factors on intention to use healthcare chatbots and apps. It reveals that facilitating conditions have the highest predictive power on intention to use healthcare chatbots and apps, followed by effort expectancy, trust, performance expectancy, and social influence, respectively. Moreover, this research could help better understand users’ perceptions of using chatbots and apps. The healthcare marketers benefit from the result to improve their strategic planning in enhancing response to their customers’ needs and expectations about healthcare products and services through chatbots and apps usage. It could improve strategies for using chatbots and apps to respond to customers’ needs and expectations in any sector.

Keywords: Performance expectancy, effort expectancy, social influence, facilitating conditions, trust, intention to use healthcare chatbots and apps