Understanding adoption intention of virtual medical consultation systems: Perceptions of ChatGPT and satisfaction with doctors

Abstract

This study examined the impact of perceptions of ChatGPT, the leading AI chatbot since November 2022, on the acceptance and perceived efficacy of future GPT-powered virtual medical consultation systems (GPT-VMCSs), as well as their influence on the propensity to adopt such systems amid debates over their suitability for medical consultations. By utilizing the technology acceptance model (TAM), this study differentiated between perceptions of ChatGPT and GPT-VMCS by assessing how these perceptions, along with doctor satisfaction, resistance, and ChatGPT usage, affect adoption intentions. Among the 2150 participants from 21 countries, 1038 who had used ChatGPT or observed its use were selected for hypothesis testing. The results indicated that the perceived usefulness (PU) of the GPT-VMCS was the strongest predictor of adoption intentions, with the perceived ease of use (PEOU) also playing a critical role. In contrast, resistance, which was positively influenced by doctor satisfaction, was negatively associated with adoption intentions. The quality of ChatGPT responses was positively correlated with GPT-VMCS PU, although direct usage of ChatGPT did not significantly affect adoption intentions. The study concludes with a discussion of both theoretical and practical implications.