互联网医院情境下顾客契合的影响因素研究  

Research on the influencing factors of customer engagement in Internet hospital context

作　　者：范广伟[1] 孟令全[1] 陈玉文[1] FAN Guangwei;MENG Lingquan;CHEN Yuwen(School of Business Administration,Shenyang Pharmaceutical University,Shenyang 110016,China)

机构地区：[1]沈阳药科大学工商管理学院,辽宁沈阳110016

出　　处：《沈阳药科大学学报》2025年第2期182-190,共9页Journal of Shenyang Pharmaceutical University

基　　金：国家社会科学基金资助项目(22BGL256);辽宁省教育厅基本科研项目(LJ142410163012);辽宁省科协科技创新智库项目(LNKX2024QN06)。

摘　　要：目的为探究互联网医院情境下顾客契合的驱动机制,基于技术接受模型,引入感知风险作为调节变量。方法利用问卷星平台收集调查问卷,运用SPSS软件分析数据。结果感知有用性和感知易用性均对顾客契合产生显著的正向影响;使用态度在感知有用性和顾客契合、感知易用性和顾客契合的关系中均发挥中介作用;感知风险对感知有用性和使用态度关系的调节作用显著,但对感知易用性和使用态度关系的调节作用不显著。结论提升感知有用性,提高用户的就医效率;关注感知易用性,保证互联网医院用户界面友好;感知有用性低的互联网医院应降低感知风险,增强顾客对互联网医院的使用态度。Objective To explore the driving mechanism of customer engagement in the context of Internet hospital,perceived risk is introduced as a moderator based on the technology acceptance model.Methods Questionnaires were collected on the Questionnaire Star platform and data were analyzed by SPSS software.Results Both perceived usefulness and perceived ease of use have a significant positive impact on customer engagement;attitude towards use plays a mediating role in the relationship between perceived usefulness and customer engagement as well as perceived ease of use and customer engagement.Perceived risk has a significant moderating effect on the relationship between perceived usefulness and attitude towards use,but not on the relationship between perceived ease of use and attitude towards use.Conclusion Increasing the perceived usefulness of Internet hospital and improving the efficiency of medical treatment;Paying attention to the perceived ease of use of Internet hospital and ensuring friendly user interface of Internet hospital;Reducing perceived risks for Internet hospitals with low perceived usefulness and enhancing customers′attitude towards use of Internet hospital.

关 键 词：互联网医院 技术接受模型 感知风险 顾客契合 

分 类 号：G252.0[文化科学—图书馆学]