Citation: Tu, J.-C.; Luo, S.C.; Lee,
Y.-L.; Shih, M.-F.; Chiu, S.-P.
Exploring Usability and Patient
Attitude towards a Smart Hospital
Service with the Technology
Acceptance Model. Int. J. Environ.
Res. Public Health 2022, 19, 6059.
https://doi.org/10.3390/
ijerph19106059
Academic Editors: Paul B.
Tchounwou and Oliver Faust
Received: 25 March 2022
Accepted: 13 May 2022
Published: 16 May 2022
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4.0/).
International Journal of
Environmental Research
and Public Health
Article
Exploring Usability and Patient Attitude towards a Smart
Hospital Service with the Technology Acceptance Model
Jui-Che Tu
1
, Shi Chen Luo
1,
* , Yi-Lin Lee
2
, Ming-Feng Shih
3,
* and Shu-Ping Chiu
4
1
Graduate School of Design, National Yunlin University of Science & Technology, Yunlin 640301, Taiwan;
tujc@yuntech.edu.tw
2
Bachelor Program in Industrial Technology, National Yunlin University of Science & Technology,
Yunlin 640301, Taiwan; cacaca710@gmail.com
3
National Taiwan University Hospital Yunlin Branch, Yunlin 640301, Taiwan
4
Lin Fengmian Academy of Fine Arts, Jiaying University, Meizhou 514015, China; ping_ya2001@yahoo.com.tw
* Correspondence: lousccc1009@gmail.com or d11030020@gemail.yuntech.edu.tw (S.C.L.);
dennis1210@gmail.com (M.-F.S.)
Abstract:
The demand for health care has increased with the development of global technology and
the rise of public health awareness, and smart service systems have also been introduced to medical
care to relieve the pressure on hospital staff. However, the survey found that patients’ willingness to
use smart services at the time of consultation has not improved. The main research purpose of this
study was to understand the willingness of patients from various groups to use smart medical service
systems and to explore the influencing factors on patients’ use of smart service systems in hospitals
through the technology acceptance model. This study distributed questionnaires in the outpatient
area of National Taiwan University Hospital Yunlin Branch, and a total of 202 valid questionnaires
were obtained. After related research and regression analysis, it was found that patients paid more
attention to the benefits and convenience brought by smart services. If patients believed that smart
services were trustworthy and beneficial to themselves, their usage intention and attitude would
be positive. The results of this study are summarized by the following four points: (1) Designed
according to the cultural conditions of different regions; (2) think about design from the patient’s
perspective; (3) strengthen the explanation and promotion of smart services; and (4) add humanized
care and design. This study could be used as a reference for hospitals to improve their service quality
and systems in the future.
Keywords: smart service system; use willingness and attitude; technology acceptance model
1. Introduction
With the development of the economy and technology as well as improvement in
health awareness, the average life expectancy worldwide is on the rise [
1
], people are no
longer satisfied with meeting a basic quality of life, and they are increasingly concerned
about medical care, mental health, and service quality [
2
]. The demographic structure of the
population is changing in line with rising medical standards and is becoming ageing. The
global population is expected to reach 9.7 billion by 2050 [
3
], but families still suffer from
a declining fertility rate, putting pressure on the overall productivity of society and the
medical system. In comparison to other Asian countries, Taiwan’s elderly population rate
is the second highest, and the aging of the population is serious in all counties and cities.
Chiayi County has the highest rate (18.61%) within all the counties, followed by Yunlin
County with 17.69% [
4
]. With the phenomenon of childlessness in society, the traditional
family division of labor has been changed, and it is estimated that the dependency ratio
in Taiwan will be raised to 67.3% in 2050, which means that every 1.5 young adults will
be responsible for one elderly person [
5
]. This will lead to an increasing in dependency
problems and a growing demand for government or social health care. According to the
Int. J. Environ. Res. Public Health 2022, 19, 6059. https://doi.org/10.3390/ijerph19106059 https://www.mdpi.com/journal/ijerph
