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Exploring the Relationships among Factors Influencing Healthcare Chatbot Adoption

Author

Listed:
  • James J. H. Liou

    (Department of Industrial Engineering and Management, National Taipei University of Technology, Taipei 10608, Taiwan)

  • Tuong Thanh Vo

    (College of Management, National Taipei University of Technology, Taipei 10608, Taiwan)

Abstract

Technology has revolutionized various industries; notably, chatbots impact healthcare through the efficient streamlining of medical procedures, cost reductions, and improved accessibility to healthcare services. Consequently, understanding how to promote the adoption of healthcare chatbots has become crucial for enhancing the healthcare industry and medical service quality. Despite numerous studies identifying factors influencing healthcare chatbot adoption, there is a notable lack of empirical verification regarding their interrelationships, leading to a significant knowledge gap. Therefore, this study aims to address this gap by developing a decision-making model to analyze the relationships among key factors regarding three dimensions: technology, user, and society. The model begins by filtering out insignificant factors based on experts’ opinions. Subsequently, it employs DEMATEL (Decision Making Trial and Evaluation Laboratory) to construct a causal relationships graph and the ISM (interpretive structural modeling) method to categorize these factors into a hierarchical order. To mitigate uncertainties stemming from the topic’s complexity, this study utilizes fuzzy sets and Z-number theory in the assessment process. The findings reveal a predominance of causal factors within the technological dimension. Notably, the quality of information provided by chatbots stands out as the most influential causal factor. The insights from this study suggest implications for both enterprises and governments to boost chatbot adoption in society.

Suggested Citation

  • James J. H. Liou & Tuong Thanh Vo, 2024. "Exploring the Relationships among Factors Influencing Healthcare Chatbot Adoption," Sustainability, MDPI, vol. 16(12), pages 1-25, June.
    • Handle: RePEc:gam:jsusta:v:16:y:2024:i:12:p:5050-:d:1414234
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    References listed on IDEAS

    as
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    2. DonHee Lee, 2019. "Effects of key value co-creation elements in the healthcare system: focusing on technology applications," Service Business, Springer;Pan-Pacific Business Association, vol. 13(2), pages 389-417, June.
    3. Ming-Ching Hsu, 2023. "The Construction of Critical Factors for Successfully Introducing Chatbots into Mental Health Services in the Army: Using a Hybrid MCDM Approach," Sustainability, MDPI, vol. 15(10), pages 1-22, May.
    4. Jain, Rajni & Arora, Alka & Raju, S.S., 2009. "A Novel Adoption Index of Selected Agricultural Technologies: Linkages with Infrastructure and Productivity," Agricultural Economics Research Review, Agricultural Economics Research Association (India), vol. 22(1), January.
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