What predicts patients’ satisfaction and continuous use of intelligent medical guidance? the moderating effect of consulting experience

ABSTRACTBackground Patients’ continuous use of intelligent medical guidance is important for the application of artificial intelligence (AI) in hospitals.Problem/gap Previous studies mainly focus on the initial adoption while not examining why patients continually use AI-based medical services.Objective/aim We aim to explore the factors influencing patients’ continuous use of intelligent medical guidance based on the Stimuli-Organism-Response framework.Method Via online survey data, we used structural equation modelling to test the research model.Results Our results reveal feature diversity of intelligent medical guidance affect users’ perceived extrinsic and intrinsic value, as well as their impact on their continuous usage intention.Research implications Our research expands the understanding of medical AI applications and provides theoretical and implicational insights for future development.KEYWORDS: Artificial intelligencemedical guidanceS-O-R frameworkperceived valuemedical experience Disclosure statementNo potential conflict of interest was reported by the author(s).Notes1 Wei Zexi was a victim of Internet medical. When Wei Zexi was 21 years old, after suffering from synovial sarcoma, he turned to Internet to find a hospital for treatment, which offered an experimental form of treatment.Additional informationFundingThis work was supported by National Natural Science Foundation of China: [grant nos 71971092, 72271102].