인공지능 의료 챗봇 상담의 서비스 가치가 이용의도에 미치는 영향: 산부인과 챗봇 상담 이용목적에 따른 차이를 중심으로
The influences of perceived value of AI medical counseling chatbot service on the use intention: Focused on the usage purpose of chatbot counseling of Obstetrics and Gynecology
2
조회
0
다운로드
4
인용
0
참고문헌
키워드
초록
As online un-contact services are getting prevalent due to the COVID-19, the medical community is now actively promoting the introduction of AI chatbot service to solve problems such as the surge in patients and the limited capacity of the medical system. For pregnant women or those who have difficulty visiting maternity hospitals due to COVID-19, a chatbot service is also needed to provide easy and convenient counseling. In this study, a research model was established by introducing perceived values (professionalism, reliability, and empathy) and patient's purpose of use(hospital administration and medical consultation) factors based on the technology acceptance model (TAM), and differences in path coefficients between groups were verified. To sum up the outcomes of this research, first, when looking at each factor’s path analysis without dividing two groups, H1(professionalism→perceived usefulness), H4(professionalism→perceived ease) show non-significant rate. Second, as results, hospital administration group H1(professionalism→perceived usefulness), H3(empathy→perceived usefulness), H4(professionalism→perceived ease) and medical consultation group H1(professionalism→perceived usefulness, H4(professionalism→perceived ease), H6(empathy→perceived ease) both show non-significant rate. Based on these results, this study is expected to present basic results related to the characteristics of patients who use chatbot and its service when introducing AI chatbot medical counseling service, and provide implications for the properties of service to enhance introduction of AI chatbot counseling to obstetrics and gynecology.
Abstract
As online un-contact services are getting prevalent due to the COVID-19, the medical community is now actively promoting the introduction of AI chatbot service to solve problems such as the surge in patients and the limited capacity of the medical system. For pregnant women or those who have difficulty visiting maternity hospitals due to COVID-19, a chatbot service is also needed to provide easy and convenient counseling. In this study, a research model was established by introducing perceived values (professionalism, reliability, and empathy) and patient's purpose of use(hospital administration and medical consultation) factors based on the technology acceptance model (TAM), and differences in path coefficients between groups were verified. To sum up the outcomes of this research, first, when looking at each factor’s path analysis without dividing two groups, H1(professionalism→perceived usefulness), H4(professionalism→perceived ease) show non-significant rate. Second, as results, hospital administration group H1(professionalism→perceived usefulness), H3(empathy→perceived usefulness), H4(professionalism→perceived ease) and medical consultation group H1(professionalism→perceived usefulness, H4(professionalism→perceived ease), H6(empathy→perceived ease) both show non-significant rate. Based on these results, this study is expected to present basic results related to the characteristics of patients who use chatbot and its service when introducing AI chatbot medical counseling service, and provide implications for the properties of service to enhance introduction of AI chatbot counseling to obstetrics and gynecology.
참고문헌 (82)
- 강경훈, "한림대성심병원 AI활용 챗봇 '한림스마트봇' 서비스 개시", 이데일리, ~ (2019)
- 김경희, "객실승무원의 피로 및 수면장애가 서비스 만족도에 미치는 영향", 석사, pp.2015
- 김길용, "의사 신뢰의 구성요인", 보건과 사회과학, (29), pp.129~152 (2011), 한국보건사회학회
- 김도연, "상담 및 심리치료에서 인공지능 기술의 활용: 국외사례를 중심으로", 한국심리학회지: 상담 및 심리치료, 32(2), pp.821~847 (2020), 한국상담심리학회
- 김영건, "치과의원 이용의 만족도, 구전의도, 재이용에영향을 미치는 요인", pp.2016
- 김요완, "상담 챗봇의 알고리즘 구축을 위한, 공감적 경청, 공감, 라포의 관계에 관한 연구", 차세대컨버전스정보서비스기술논문지, 8(4), pp.487~499 (2019), 차세대컨버전스정보서비스학회[DOI]
- 김은수, "모바일 헬스케어서비스 이용에 영향을 미치는 요인과 효율적 활용 방안", 보건교육건강증진학회지, 34(2), pp.41~52 (2017), 한국보건교육건강증진학회[DOI]
- 미혼여성 산부인과 건강검진, 결혼·임신출산 계획 있다면 필요해, "헬스인뉴스", 2020
- 나윤규, "인터넷 쇼핑에서의 지각된 위험과 신뢰가 지각된 유용성, 태도 및 패션상품 구매의도에미치는 영향", 한국의류학회지, 32(5), pp.834~845 (2008), 한국의류학회
- 코로나 타고 확산 중인 챗봇, 대표적 사례 5, "보안뉴스", 2020
- 박선영, "병원 서비스 품질이 이용의도에 미치는 영향: 병원이미지와 신뢰형성의 매개효과를 중심으로", 상품학연구, 38(2), pp.53~61 (2020), 한국상품학회[DOI]
- 박유영, "미용성형의료정보 모바일 플랫폼의 사용확산에 영향을 미치는 요인: 기술수용모델을 기반으로", 무역학회지, 45(1), pp.279~300 (2020), 한국무역학회[DOI]
- 박진영, "의사-환자 관계성 측정척도 개발에 관한 연구", PR연구, 18(3), pp.304~333 (2014), 한국PR학회[DOI]
- 박현지, "중국 숙박 앱에 대한 관광객 관점 속성, 사용의도, 실제 사용 간의 관계분석: 긍정적 온라인 리뷰를 조절변수로", 관광레저연구, 32(8), pp.127~143 (2020), (사)한국관광레저학회
- 박현지, "관광 SNS특성과 만족도 및 지속적 이용의도와의 관계연구 - 관광 SNS 이용목적을 조절변수로 -", 동북아관광연구, 11(4), pp.1~26 (2015), 동북아관광학회
- 서정미, "서울시 거주 20대 남녀의 치과의원 재이용에 미치는 진료서비스 결정요인", 석사, 치의학과, pp.2013
- 심현준, "360 제품 사진의 특성과 내적혁신성이 지속이용의도에 미치는 영향에 관한 연구", 한국콘텐츠학회 논문지, 20(6), pp.367~380 (2020), 한국콘텐츠학회[DOI]
- 신현희, "의료진의 커뮤니케이션이 환자의 자발적인 자기정보공개에 미치는 영향에 관한 연구", 대한경영학회지, 24(1), pp.179~198 (2011), 대한경영학회
- 염진철, "모바일 외식 어플리케이션의 서비스품질이 용이성, 유용성 및", 관광연구, 35(8), pp.87~105 (2020), 대한관광경영학회
- 윤성환, "방한 중국인 관광객의 여행예약 모바일 앱 이용의도 영향요인에 관한 실증적 연구 -기술수용모형을 중심으로-", 동북아관광연구, 14(3), pp.23~53 (2018), 동북아관광학회[DOI]
- 이명수, "지능형 챗봇 서비스 이용에 대한 영향 요인", 경영정보학과, pp.2017
- 이상만, "주산기 여성 임신, 분만 및 정신건강관리 위한 챗봇개발", 의학신문, ~ (2021)
- 이아라, "상담 이론 기반의 심리 상담 챗봇을 활용한 내담자 경험 연구", 대한인간공학회지, 38(3), pp.161~175 (2019), 대한인간공학회[DOI]
- 이창원, "노인요양병원의 u-Healthcare 서비스 도입 방안에 관한 연구 - 기술수용모형을 중심으로-", 생산성연구: 국제융합학술지, 24(4), pp.305~332 (2010), 한국생산성학회[DOI]
- 이청림, "공항 서비스 로봇 이용에 대한 지각된 유용성과 즐거움이 공항 이미지에 미치는 영향 : 경제적 가치와 관계적 가치의 매개효과를 중심으로", 산업혁신연구, 36(4), pp.191~212 (2020), 산업개발연구소[DOI]
- 정미영, "대학생의 사군자 기질에 따른 의사소통 능력과 대인관계 능력 차이", 한국콘텐츠학회 논문지, 17(9), pp.385~395 (2017), 한국콘텐츠학회[DOI]
- 정성진, "모바일 배달 앱 이용의도에 관한 연구: 기술수용모델(TAM)을 적용하여", Culinary Science & Hospitality Research, 26(12), pp.24~32 (2020), (사)한국조리학회[DOI]
- 정한호, "COVID-19시대에 이루어지는 원격수업에 대한 성인학습자의 지속적인 사용의도 예측모형 비교: 특수대학원을 중심으로", 평생학습사회, 16(3), pp.121~151 (2020), 미래원격교육연구원[DOI]
- 정화민, "지각된 유용성과 지각된 사용용이성이 웹 기반 원격교육의 학습 성과에 미치는 영향 : 국내 고등학생을 중심으로", e-비즈니스연구, 12(2), pp.255~272 (2011), 국제e-비즈니스학회[DOI]
- 조금숙, "여성들의 산부인과 진료경험으로 본 간호사의돌봄 노동", 석사, pp.2015
- 최경화, "어떻게 환자들의 의사 신뢰를 높일 수 있을까? 전문성, 공감성, 정직성의 검토", 사회복지정책과실천, 6(3), pp.5~53 (2020), 사회복지정책실천회[DOI]
- 최윤정, "의료 인공지능에 대한 소비자의 사용의도 분석: 기술수용모델을 중심으로", pp.2018
- 하오현, "의료소비자들의 병원정보 이용목적과 획득한 정보의 실용성", 한국콘텐츠학회 논문지, 14(7), pp.376~385 (2014), 한국콘텐츠학회[DOI]
- 한영희, "여대생의 산부인과 진료공포감, 사회규범에 따른 진료인식, 성지식이 산부인과 방문 의도에 미치는 영향", Journal of The Korean Data Analysis Society, 21(2), pp.1087~1098 (2019), 한국자료분석학회[DOI]
- 함명일, "진료비 확인 민원신청 경험과 의사 및 의료기관에 대한 신뢰도와의 관련성", 보건행정학회지, 23(3), pp.289~300 (2013), 한국보건행정학회[DOI]
- 황미경, "진료예약 상담 챗봇에 대한 경험 특성이 병원이미지에 미치는 영향: 사용만족도와 이용의도를 매개효과로", 박사, 보건정책관리학과, pp.2019
- 허은주, "4차 산업 기반 의료신기술에 대한 간호사 수용의도에 관한 연구: 확장된 TAM을 중심으로", 경영교육연구, 33(6), pp.365~385 (2018), 한국경영교육학회[DOI]
- 현영근, "사용자 친화적인 대화형 챗봇 구축을 위한 개발방법론에 관한 연구", 디지털융복합연구, 18(11), pp.215~226 (2020), 한국디지털정책학회[DOI]
- Adams, D., "Perceived Usefulness, Ease of Use, and Usage of Information Technology : A Replication", MIS Q, 16, pp.227~247 (1992)
- Bagozzi, R. P., "On the evaluation of structural equation models", Journal of the Academy of Marketing Science, 16(1), pp.74~94 (1988)
- Brixey J, "A Facebook chatbot for sexual health information on HIV", AIDS, 2017, 370~373
- Chaix, B., "When Chatbots Meet Patients : One-Year Prospective Study of Conversations Between Patients With Breast Cancer and a Chatbot", JMIR Cancer, 5 (2019)
- Chin, W. W., "Modern methods for business research", pp.295~336 (1998), Lawrence Erlbaum Associates Publishers
- "Counselors and chatbots are all good" (2020)[URL]
- Davis, F. D., "Perceived usefulness, perceived ease of use, and user aceptance of information technology", MIS Quarterly, 13(3), pp.319~340 (1989)
- Dharwadkar, R., "A Medical ChatBot", International Journal of Computer Trends and Technology, 60, pp.41~45 (2018)
- Donabedian A., "Explorations in quality assessment and monitoring" (1980), National Center for Health Services Research. Health Administration Press
- Du, L., "Rebuild doctor–patient trust in medical service delivery in China", Scientific Reports, 10(1), pp.1~11 (2020)
- What Makes Users Trust a Chatbot for Customer Service? An Exploratory Interview Study, "Følstad, A.", INSCI, ~ (2018)
- Fitzpatrick, K. K., "Delivering Cognitive Behavior Therapy to Young Adults With Symptoms of Depression and Anxiety Using a Fully Automated Conversational Agent(Woebot) : A Randomized Controlled Trial", JMIR mental health, 4(2), pp.e19~ (2017)
- Fornell, C., "Evaluating structural equation models with unobservable variables and measurement error", Journal of Marketing Research, 18(1), pp.39~50 (1981)
- Gao, L., "A unified perspective on the factors influencing consumer acceptance of internet of things technology", Asia Pacific Journal of Marketing and Logistics (2014)
- Gefen, D., "A Practical Guide To Factorial Validity Using PLS-Graph : Tutorial And Annotated Example", Communications of the Association for Information Systems, 16 (2005)
- Goold, S. D., "Managed care members talk about trust", Social science & medicine, 54(6), pp.879~888 (2002)
- F. Hair Jr, J., "Partial least squares structural equation modeling(PLS-SEM) : An emerging tool in business research", European Business Review, 26(2), pp.106~121 (2014)
- Henseler, J., "Goodness-of-Fit Indices for Partial Least Squares Path Modeling", Computational Statistics, 28, pp.565~580 (2013)
- Carlos Toxtli, "Understanding Chatbot-mediated Task Management", Proceedings of the 2018 CHI Conference on Human Factors in Computing Systems (CHI ’18), pp.6~ (2018), ACM
- Hillen, M. A., "Cancer patients' trust in their physician—a review", Psycho-Oncology, 20(3), pp.227~241 (2011)
- Idowu, A., "Student perception of usefulness and ease using Kahoot, a free web-based tool in a tertiary education setting", Acta Scientiarum. Technology, 43(1), pp.e47347~ (2020)
- Irving, P., "Empathy: towards a conceptual framework for health professionals", International journal of health care quality assurance incorporating Leadership in health services, 17(4-5), pp.212~220 (2004)
- Johnson, P. R., "Uses and gratifications of Twitter: An examination of user motives and satisfaction of Twitter use", Communication Technology Division of the annual convention of the Association for Education in Journalism and Mass Communication in Boston (2009)
- Ko, D. R., "On the relationship between perceived service quality, service loyalty and switching attitude", International Journal of Service Industry Management, 9(5), pp.134~149 (2018)
- Lampe, C., "Motivations to participate in online communities", Proceedings of CHI 2010, pp.1927~1936 (2010), ACM Press
- Liu, B., "Should Machines Express Sympathy and Empathy? Experiments with a Health Advice Chatbot", Cyberpsychology, behavior and social networking, 21(10), pp.625~636 (2018)
- Mardiana, Siti, "DeLone–McLean Information System Success Model Revisited: The Separation of Intention to Use-Use and the Integration of Technology Acceptance Models", International Journal of Economics and Financial Issues, 5, pp.172~182 (2015)
- Mechanic, D., "Changing medical organization and the erosion of trust", The Milbank Quarterly, pp.171~189 (1996)
- Mercer, S. W., "Empathy and quality of care", The British journal of general practice : the journal of the Royal College of General Practitioners, 52(Suppl), pp.S9~S12 (2002)
- Muhammad, A. Q., "I. Chat-bot : Modeling the determinants of user’s satisfaction and continuance intention of AI-powered service agents", Journal of Telematics and Informatics, 22(1), pp.101~113 (2020)
- Nunnally, J. C., "The Assessment of Reliability", Psychometric Theory, 3, pp.248~292 (1994)
- Nunnally, J. C., "Psychometric Theory", Lightening Source Inc, 11(1), pp.83~91 (2006)
- Pavlou, Paul, "Understanding and Predicting Electronic Commerce Adoption : An Extension of the Theory of Planned Behavior", MIS Quarterly, 30, pp.115~143 (2006)
- Safi, Z., "Technical Aspects of Developing Chatbots for Medical Applications : Scoping Review", Journal of medical Internet research, 22(12), pp.e19127~ (2020)
- Sanchez, G., "PLS Path Modeling with R Trowchez Editions" (2013), Berkeley
- Seo, K., "Reproductive health", Journal of Korea Obstetrics & Gynecology, 52(4), pp.387~390 (2009)
- 손애리, "전국 대학생의 성의식, 첫 성경험 및 성행동에 대한 성차", 보건과 사회과학, 18, pp.62~80 (2005), 한국보건사회학회
- Song, H., "Effectiveness of VR crane training with head-mounted display : Double mediation of presence and perceived usefulness", Automation in Construction, 122 (2021)
- Thom, D. H., "Measuring patients’ trust in physicians when assessing quality of care", Health affairs, 23(4), pp.124~132 (2004)
- Ulrich, G. H., "Faster is not Always better : Understanding the effect of Dynamic Response Delays in Human-Chat-bot Interaction", Journal of Information Systems, 113(1), pp.113~118 (2018)
- Rogers, C. R., "The necessary and sufficient conditions of therapeutic personality change", Journal of Consulting Psychology, 21(2), pp.95~103 (1957)
- Williams, B., "Empathy Levels among First Year Malaysian Medical Students : An Observational Study", Advances in Medical Education and Practice, 5, pp.149~156 (2014)
- Williams, John, "Assessing Sexual Health Behaviors of Resident Physicians and Graduate Students", Academic psychiatry : the journal of the American Association of Directors of Psychiatric Residency Training and the Association for Academic Psychiatry, 27, pp.44~49 (2003)
- Venkatesh, V., "Consumer acceptance and use of information technology: extending the unified theory of acceptance and use of technology", MIS quarterly, pp.157~178 (2012)
