The Exploratory Study on Antecedents of Online Medical Consultation Continuous Usage Intention

Abstract

The purpose of this study is to find and analyze factors that can affect the Intention to Recommend in the online medical consultation field. The research model was adapted from a previous study and then modified. Data were collected from women who were >17 years old and who had ever used the online medical consultation application, Hal-odoc. The research’s method was a quantitative survey, with cross-sectional data. Re-spondents’ data were taken by purposive sampling and questionnaires were distributed online. As many as 202 participants had fulfilled the requirements to be analyzed with PLS-SEM. The results showed that five antecedents had a significant influence on Intention to Recommend. Antecedents that were worth noting were Helpfulness Trust, Perceived Benefit, and Reliability Trust, where these factors showed a positive impact on Intention to Recommend. Factors were also found that could make users more consid-erate or careful in using online medical consultation applications such as Performance Risk and Privacy Risk factors. From the findings of this study, it can be concluded that there are factors that may need to be considered by online medical consultation service providers to maintain or even improve their quality of care.