Self-service technologies in health-care: Exploring drivers for adoption

Abstract

Self-service technologies (SSTs) have gained in popularity in healthcare due to the expected improvement of service quality. Loss of direct contact, however, poses a challenge when customers must assume more responsibilities to produce satisfactory outcomes. We studied compare the adoption of various SSTs at the system level and observed customers’ perspectives, focusing on pragmatic reasoning, role readiness and expected accessibility to services.We distributed a cross-sectional survey to a sample of 4851 adults (aged 20–45 years) and received 1009 responses for a response rate of 22.5%. Logistic regression modelling was selected as the analysis method.We found that the maturity, purpose and voluntariness of using SSTs influenced adoption. We did not find an influence from general health attitudes on the adoption of SSTs. However, we found influences of awareness of technology, self-efficacy and facilitating conditions, which varied depending on the SST. Based on the findings, the expected benefits were clearly associated with particular types of SSTs.We show that services’ concept value is distinct from the utility of SSTs. More research on the role of perceived economic value in digitalised services is needed. Finally, service providers should adapt reasoning for each SST involved in the general concept.