DOI: 10.12688/f1000research.185632.1 ISSN: 2046-1402

From Technology Acceptance to Service Utilization: Examining Initial Trust and Perceived Substitution Crisis in AI-Driven Telemedicine Services

Elita Mulyadi, Erlilis ., Sylvia Samuel
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Background This study aims to analyze the factors influencing intention to use Artificial Intelligence (AI)-based telemedicine services from a physician perspective by integrating the variables of effort expectancy, performance expectancy, social influence, facilitating conditions, initial trust, perceived substitution crisis, and behavioral intention. Methods This study used a quantitative approach using Structural Equation Modeling based on Partial Least Squares (SEM-PLS). Data were collected through questionnaires distributed to 203 respondents, medical personnel/doctors who are potential users of AI-based telemedicine services. Results The results showed that behavioral intention and initial trust are the main factors significantly influencing intention to use AI-based telemedicine services. Initial trust was shown to have a significant positive effect on behavioral intention, while effort expectancy significantly influenced initial trust. Social influence significantly influenced perceived substitution crisis, while performance expectancy and facilitating conditions showed no significant effect on either initial trust or perceived substitution crisis. Interestingly, perceived substitution crisis actually had a significant positive effect on behavioral intention, contradicting the initial hypothesis of the study. Conclusions This study concludes that initial trust and behavioral intention are key factors in driving the adoption of AI-based telemedicine services among healthcare professionals. Therefore, increasing user trust, system ease of use, and a positive user experience are important strategies for increasing the acceptance of AI technology in digital healthcare.

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