Can we trust Health and Wellness Chatbot going mobile? Empirical research using TAM and HBM

Abstract

This research empirically studies the perceptions of users/patients and medical practitioners towards adopting AI-based mobile healthcare chatbot services. The study presents a unified consumer behavioural model of Chatbot adoption having user-related psychosocial, technological, health factors and Trust by taking the theoretical base of Extended TAM, the propensity to trust technology and health, belief model. The causal conceptual model relationship hypothesized in the proposed model was validated using “PLS-SEM” with 265 responses. The findings confirmed that system-related “perceived usefulness (PU)” and “perceived ease of use (PEOU)”, “Social influence”, “Privacy”, and “Facilitating Condition” are salient antecedents of trust beliefs. Other Trust beliefs and Health Beliefs measured through Perceived benefits and perceived barriers are direct predictors of the adoption intention toward the health chatbots. Propensity to trust, Safety risk, and health beliefs like perceived severity and perceived susceptibility have an insignificant impact on health Chatbot adoption. The proposed integrative psychosocial-technological-health based on Trust is a theoretical model. The empirical data from stakeholders of the health department, including government officials, is thus tested.

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