What predicts patients’ satisfaction and continuous use of intelligent medical guidance? the moderating effect of consulting experience

Abstract

Background Patients’ continuous use of intelligent medical guidance is important for the application of artificial intelligence (AI) in hospitals.Problem/gap Previous studies mainly focus on the initial adoption while not examining why patients continually use AI-based medical services.Objective/aim We aim to explore the factors influencing patients’ continuous use of intelligent medical guidance based on the Stimuli-Organism-Response framework.Method Via online survey data, we used structural equation modelling to test the research model.Results Our results reveal feature diversity of intelligent medical guidance affect users’ perceived extrinsic and intrinsic value, as well as their impact on their continuous usage intention.Research implications Our research expands the understanding of medical AI applications and provides theoretical and implicational insights for future development.

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