Resumen de e-Loyalty Towards ICT-Based Healthcare Services: A Patients’ Perspective
Eva Martínez Caro, Juan Gabriel Cegarra Navarro, Marcelina Solano Lorente
Public health institutions are making a great effort to develop patienttargeted ICT-based services in an attempt to enhance their effectiveness andreduce expenses. However, if patients do not use those services regularly, publichealth institutions will have wasted their limited resources. Hence, patients’e-loyalty is essential for the success of ICT-based healthcare services. In this research, an extended Technology Acceptance Model (TAM) is developed to teste-loyalty towards ICT-based healthcare services from a sample of 256 users. The results obtained suggest that the core constructs of TAM (perceived usefulness,ease of use and attitude) significantly affect users’ behavioural intentions (i.e.e-loyalty).This study also reveals a general support for patient satisfaction as a determinant of e-loyalty in ICT-based healthcare services. Finally, the implications of the findings are discussed and useful insights are provided on what policy to follow to establish the appropriate conditions to build patients’ e-loyalty.
