||A Study of Public Online Medical Information Access in Taiwan: Taking Bureau of National Health Insurance Website as an Example
||Institute of International Management (IIMBA--Master)(on the job class)
Public Online Medial Information Access
DeLone & McLean IS Success Model
This research focuses on the status of the online medical and health information access in Taiwan by examing the website of Bureau of National Health Insurance (BNHI). By doing this, DeLone and McLine IS Success model is applied to prove the qualitys (which including information quality, system quality and service quality) and user satisfaction for the online medical and health information access in Taiwan. The website managed by BNHI is so-called e-government service.
Bureau of National Health Insurance website is designed by Government. And the services and information offered by BNHI website should be examed by citizens since everyone has to pay the premium. In the study, DeLone and McLean IS success model has been applied to the literature review and an empirical questionnaire has been conducted for data collection. The sample was students in departments of Medicine and Nursing, doctors and nurses, and employees work in relevant medical organizations.
The statistical analysis showed the result that Information Quality has failed to support the hypothesis that it has positive relationships with Perceived Usefulness, User Satisfact and Customer Loyalty. System Quality also failed to support the positive relationship. Service Quality had the same result that the data we collected was not significant with Customer Loyalty as well.
TABLE OF CONTENTS
TABLE OF CONTENTS V
LIST OF TABLES IX
LIST OF FIGURES X
CHAPTER ONE INTRODUCTION 1
1.1 Research Background and Motivation. 1
1.1.1 National Health Insurance in Taiwan. 3
1.1.2 Information Technology (IT) Services Offered by Bureau of National Health Insurance. 7
1.2 Research Objectives and Contributions. 8
1.3 Research Scope. 10
1.4 The Research Procedure. 11
1.5 The Research Structure. 12
CHAPTER TWO LITERATURE REVIEW 13
2.1 DeLone and McLean Information Systems (IS) Success Model. 13
2.2 Customer Loyalty and e-Loyalty. 15
2.3 Definition of Independent Variables and Other Dependent Variables. 18
2.3.1 Information Quality. 18
2.3.2 System Quality. 21
2.3.3 Service Quality. 23
2.3.4 Perceived Usefulness. 24
2.3.5 User Satisfaction. 25
2.4 The Relationships between Variables and Hypotheses. 26
2.4.1 The Relationships among Information Quality, Perceived Usefulness, User Satisfaction, and Customer Loyalty. 26
2.4.2 The Relationship between System Quality, Perceived Usefulness, User Satisfaction and Customer Loyalty (e-Loyalty). 28
2.4.3 The Relationship between Service Quality, Perceived Usefulness, User Satisfaction, and Customer Loyalty (e-Loyalty). 29
2.4.4 The Relationship between Perceived Usefulness and Customer Loyalty (e-Loyalty). 31
2.4.5 The Relationship between Perceived Usefulness and User Satisfaction. 31
2.4.6 User Satisfaction and Customer Loyalty (e-Loyalty). 33
CHAPTER THREE RESEARCH DESIGN AND METHODOLOGY 35
3.1 The Conceptual Model and Research Design. 35
3.2 Construct Management of Independent Variables. 37
3.2.1 Information Quality. 37
3.2.2 System Quality. 38
3.2.3 Service Quality. 39
3.3 Construct Measure of Dependent Variables. 40
3.3.1 Perceived Usefulness. 40
3.3.2 User Satisfaction. 41
3.3.3 Measure of Customer Loyalty. 42
3.4 Demographic Profiles and Other Question Items. 42
3.5 Data Analysis Procedure. 42
3.5.1 T-test. 43
3.5.2 Confirmatory Factor Analysis (CFA) with Structural Equation Modeling (SEM) Approach. 43
3.5.3 Convergent Validity and Discriminant Validity. 44
3.5.4 Structural Equation Modeling (SEM). 44
CHAPTER FOUR RESEARCH ANALYSES AND RESULTS 46
4.1 Descriptive Analysis. 46
4.1.1 Sample and Data Collection. 46
4.1.2 Characteristics of Respondents. 47
4.1.3 Website Experience of Respondents for BNHI. 50
4.1.4 Measurement Results for Relevant Research Variables. 50
4.2 T-test. 54
4.3 Confirmatory Factor Analysis with the SEM Approach to Main Constructs and Relationships. 55
4.4 Overall Model Fit by Conducting CFA. 58
4.4.1 Confirmatory Factor Analysis, Model Fit and Reliability Test of Overall Original Model Fit. 59
4.4.1 The Result of Structural Equation Modeling. 61
CHAPTER FIVE CONCLUSIONS AND SUGGESTIONS 66
5.1 Research Conclusion. 66
5.1.1 Hypotheses Result Summary. 67
5.2 Research Discussions and Implications. 68
5.3 Research Limitations and Research Suggestions in Future. 73
5.3.1 Research Limitations. 73
5.3.2 Research Suggestions in Future. 74
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