Examining the Drivers of Sustained Telemedicine Utilization in Indonesia: An Extended UTAUT Perspective

Abstract

The increasing growth of telemedicine usage during the COVID-19 pandemic in Indonesia, yet research on drivers of sustained adoption remains limited. This study conducts a survey involving 400 telemedicine users to identify the factors influencing the interest in telemedicine usage in Indonesia. The research employs the extended Unified Theory of Acceptance and Use of Technology (UTAUT) model, incorporating additional variables such as Doctor's Opinion, Computer Anxiety, Price Value, and Information Quality. Data collection involved a questionnaire, measured on a Likert scale, and processed using Structural Equation Modeling with Partial Least Squares (SMART PLS). The findings reveal that factors such as effort expectancy, social influence, facilitating conditions, doctor's opinion, and information quality significantly impact behavioral intention towards telemedicine usage. However, performance expectancy, price value and computer anxiety showed no significant impact. This research contributes valuable insights to telemedicine companies by highlighting the importance of developing platform features that align with the identified factors. The findings imply that ease of use and system support are pivotal for telemedicine acceptance among Indonesian patients along with peer and physician endorsements. As user comfort with virtual care increases, focused quality improvement particularly across platform information and functionality can reinforce user engagement.