Predicting the Intention of Clinic Patients to Adopt Clinic Self-Service Appointment and Payment Kiosks using the modified UTAUT framework

In the wake of the global COVID-19 outbreak in 2019, traditional healthcare in Taiwan faced a series of challenges. To alleviate these challenges, the Taiwanese government delegated tasks such as vaccine administration to physicians at primary care clinics. However, clinics that usually operate on a small-scale experienced issues such as a shortage of healthcare personnel owing to increased workloads. To reduce the burden on human resources, these clinics introduced self-service machines. Currently, these machines are based on past designs used in medical centers, and they have not been tailored to different user groups or needs. Primary care clinics differ from large hospitals in that they are the closest to the public. Consequently, these clinics afford significantly higher levels of interaction and proximity with patients compared to those in large hospitals. According to the reference [7], users with a higher need for interaction with service personnel tend to exhibit lower willingness to use self-service machines. Thus, even within the healthcare domain, users may have different habits and preferences owing to these differences in attributes. Herein, we conduct a pilot study to determine the factors influencing the motivation of clinic patients to use these machines by employing the Unified Theory of Acceptance and Use of Technology Model.