Toward understanding the technology trust calculus in healthcare: A generation Z and millennial view

Abstract

Generation Z and Millennial comprise 50% of the American population and are considered the savviest users of Information Technology (IT). They are also critical beneficiaries of the transformation of healthcare processes and services enabled by IT. Increasingly, the capabilities to leverage digital healthcare depends on the richness of collected data. Consequently, it is imperative to understand the contextual factors that influence Millennial and Gen Z trust in healthcare IT to disclose personal health information. To address this question, we draw on social cognitive theory, social exchange theory, and privacy calculus framework to propose a healthcare technology trust calculus model. We validated it using a survey study collecting responses from 736 individuals. Findings indicate that although the concern of disclosing personal health information negatively influences trust in healthcare IT, organizational trust, perceived benefits, and risks of health information disclosure have a more substantial effect on it.