Factors Affecting Indian Consumers' Intention to Use eHealth Services

摘要

Purpose: This study focuses on the degree of acceptance of different categories of eHealth among the Indian consumers and the factors that determine acceptance and intention to use these services. The factors included for the study are as follows: demographic factors, use of information and communication technology (ICT) and the status of healthcare. Design/methodology/approach: Data were collected through personal interviews from a sample of 125 respondents living in urban and semi-urban villages in the National Capital Territory (NCT) of Delhi of India. Quota sampling method was used so that the impact of demographic factors on eHealth services could be analysed. Findings: From this study, we can conclude that the key factors that need to be considered include age, location, computer literacy and healthcare status in terms of healthcare need, accessibility and satisfaction. Practical implications: The results of this study will help in determining the customer segment and size of the market for eHealth. The government can also use the findings of this study to improve the quality of healthcare for its people by ensuring better utilization of eHealth services. Originality/value: eHealth services are an emerging solution to address the issues of healthcare accessibility, affordability and financial viability in developing countries like India. This study contributes to the limited existing literature on exploring the consumers' intention to use eHealth services in India and the factors that will determine this intention.