Role of Trust and Privacy Concerns towards Usage of E-Health Services—An Extension of Expectation-Confirmation Model Kumar K Anil1, Natarajan Subhashree2,* 1Teaching-Cum-Research Assistant, VIT Business School, Vellore Institute of Technology 2Professor and Dean, VIT Business School, Vellore Institute of Technology *Corresponding Author: Subhashree Natarajan, Professor and Dean, VIT Business School, Vellore Institute of Technology
Online published on 19 August, 2019. Abstract Electronic health services is extensively employed to build an online platform for healthcare providers and patients. However, there are few studies that have investigated the intention behind why e-Health services are rejected by some of the end-users after their initial experience. There exists a considerable gap between the usage of e-Health services and our understanding of these technologies. Therefore, this study was carried out on the aim to better understand the factors leading hospital consumers’ continued usage of e-Health services based on expectation-confirmation model (ECM). To explore the process of continuance usage intention of e-Health services, the study has integrated ECM model with technology acceptance model and two post adoption expectation beliefs (i.e., perceived privacy and security, and perceived trust). With 253 e-Health services users’ responses, the proposed research model was empirically tested within the context of e-Health services by applying partial least squares (PLS) method. The main finding from the path analysis indicates that along with perceptual (confirmation, perceived ease-of-use, perceived usefulness), and emotional factor (satisfaction), post adoption expectation beliefs (perceived trust, perceived privacy and security)-also shown a significant association towards continuance intention of e-Health services. The study concludes by discussing theoretical and practical implications, limitations and future scope. Top Keywords Expectation-confirmation model, technology acceptance model, perceived trust, perceived privacy and security. Top |