Modelling the continuance intention towards the use of mobile hospital appointment system

Effective management of patient flow in the outpatient unit of a hospital is the key to achieving operational excellence. Hospital X, as one of the major hospitals in Indonesia, launched a mobile hospital appointment system (X-Go) to increase the effectiveness of patient flow management. Although the application has a good rating, only less than 28% of the patients are still using it. Aim of this study is to observe the factors affecting the continuance intention towards X-Go, using the Technology Acceptance Model. A questionnaire consisted of 15 questions, using 7 point Likert Scale was used to develop the model. Ninety eight respondents were involved voluntarily in this study by filling out the questionnaire. Results showed that relationship quality has the most significant direct influence on the continuance intention to use the system. Meanwhile, perceived ease of use has the most significant indirect influence on the continuance intention to use the system.