Patients’ trust in the Indian healthcare system and its impact on the intention to use artificial intelligence-based healthcare chatbots

Purpose Indian patients have different medicine systems available at the service that alter their healthseeking behaviour (HSB). This study aims to examine the beliefs and behaviour of patients in India towards the healthcare system and how it affects their intention to use healthcare chatbots. Design/methodology/approach A survey instrument was developed from standard scales and validated by experts. The data was collected from 397 respondents in an urban area and tested using a structural equation model in SAS JMP software. Findings The study found that awareness and perception of chatbots and distrust on doctors and health systems impact trust in a chatbot. The results show that trust in chatbots influences the intention to use chatbots. The belief in alternative medicine systems and HSB also influence the intention to use chatbots. The study findings also imply that health-care chatbots should cater to HSB and the belief in alternative medicine. Research limitations/implications The study was conducted only among the urban population because services based on technology are more available in metro cities. Bengaluru is considered the representative population of urban India. Practical implications The level of disruption that chatbots can provide to the healthcare system makes this study significant. The study findings will help to manage the factors that can enable chatbot inclusivity, as the current system is inaccessible to many patients. Originality/value This paper addresses an identified need to study patients’ trust in the Indian healthcare system and their intention to use chatbots. The level of disruptions these chatbots can cause in the health-care system is undeniable and patients’ trust in these chatbots will eventually transform the health-care sector.