e-Loyalty Towards ICT-Based Healthcare Services: A Patients’ Perspective

  • Eva Martínez-Caro
  • Juan Gabriel Cegarra-Navarro
  • Marcelina Solano-Lorente
Conference paper
First Online:

Abstract

Public health institutions are making a great effort to develop patient-targeted ICT-based services in an attempt to enhance their effectiveness and reduce expenses. However, if patients do not use those services regularly, public health institutions will have wasted their limited resources. Hence, patients’ e-loyalty is essential for the success of ICT-based healthcare services. In this research, an extended Technology Acceptance Model (TAM) is developed to test e-loyalty towards ICT-based healthcare services from a sample of 256 users. The results obtained suggest that the core constructs of TAM (perceived usefulness, ease of use and attitude) significantly affect users’ behavioural intentions (i.e. e-loyalty). This study also reveals a general support for patient satisfaction as a determinant of e-loyalty in ICT-based healthcare services. Finally, the implications of the findings are discussed and useful insights are provided on what policy to follow to establish the appropriate conditions to build patients’ e-loyalty.

Keywords

Technology Acceptance Model Healthcare Sector Public Health Institution Perceive Usefulness Online Health Service 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.
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Copyright information

© Springer-Verlag London Limited  2012

Authors and Affiliations

  • Eva Martínez-Caro
    • 1
  • Juan Gabriel Cegarra-Navarro
    • 1
  • Marcelina Solano-Lorente
    • 1
  1. 1.Business Management DepartmentUniversidad Politécnica de CartagenaCartagenaSpain

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