ArticleMedical archives (Sarajevo, Bosnia and Herzegovina)2021
Exploring the Influential Factors of Consumers' Willingness Toward Using COVID-19 Related Chatbots: An Empirical Study.
Article in Medical archives (Sarajevo, Bosnia and Herzegovina), 2021. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 7 papers.
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Who cites it
7 citing papers in PubMed.
- Physicians' expectations of the use of conversational agents in healthcare: a qualitative study.BMC health services research · 2026Article
- Understanding Public Judgements on Artificial Intelligence in Healthcare: Dialogue Group Findings From Australia.Health expectations : an international journal of public participation in health care and health policy · 2025Article
- Article
- Existing Barriers Faced by and Future Design Recommendations for Direct-to-Consumer Health Care Artificial Intelligence Apps: Scoping Review.Journal of medical Internet research · 2023Article
- Factors Influencing the Acceptability, Acceptance, and Adoption of Conversational Agents in Health Care: Integrative Review.Journal of medical Internet research · 2023Review
- User Experience of COVID-19 Chatbots: Scoping Review.Journal of medical Internet research · 2022Article
- Contextual Conversational Agent to Address Vaccine Hesitancy: Protocol for a Design-Based Research Study.JMIR research protocols · 2022Article
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Authors and funding
1 author.
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Abstract
backgroundConsumers' willingness to use health chatbots can eventually determine if the adoption of health chatbots will succeed in delivering healthcare services for combating COVID-19. However, little research to date has empirically explored influential factors of consumer willingness toward using these novel technologies, and the effect of individual differences in predicting this willingness.
objectivesThis study aims to explore (a) the influential factors of consumers' willingness to use health chatbots related to COVID-19, (b) the effect of individual differences in predicting willingness, and (c) the likelihood of using health chatbots in the near future as well as the challenges/barriers that could hinder peoples' motivations.
methodsAn online survey was conducted which comprised of two sections. Section one measured participants' willingness by evaluating the following six factors: performance efficacy, intrinsic motivation, anthropomorphism, social influence, facilitating conditions, and emotions. Section two included questions on demographics, the likelihood of using health chatbots in the future, and concerns that could impede such motivation.
resultsA total of 166 individuals provided complete responses. Although 40% were aware of health chatbots and only 24% had used them before, about 84% wanted to use health chatbots in the future. The strongest predictors of willingness to use health chatbots came from the intrinsic motivation factor whereas the next strongest predictors came from the performance efficacy factor. Nearly 39.5% of participants perceived health chatbots to have human-like features such as consciousness and free will, but no emotions. About 38.4% were uncertain about the ease of using health chatbots.
conclusionThis study contributes toward theoretically understanding factors influencing peoples' willingness to use COVID-19-related health chatbots. The findings also show that the perception of chatbots' benefits outweigh the challenges.
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