Table 3.
Convergent Validity of Constructs (Confirmatory Factor Analysis)
| Constructs | Question Items | Standardized Factor Loading | Measurement Error | Composite Reliability |
| Technology – based Service Encounters | The hospital provides the online appointment system service. | 0.756* | 0.428 | 0.82 |
| The online appointment system service is very useful to me. | 0.856* | 0.267 | ||
| The online appointment system service is easy for me to use. | 0.769* | 0.409 | ||
| I can easily make an appointment through the online appointment system service. | 0.831* | 0.309 | ||
| The hospital provides the electronic medical record system. | 0.842* | 0.291 | ||
| I think we should use the electronic medical record system. | 0.762* | 0.419 | ||
| Using the electronic medical record system is beneficial to me/patient. | 0.773* | 0.402 | ||
| Overall, I think the electronic medical record system has a practical value to patients. | 0.715* | 0.489 | ||
| Service Quality | Information technology service (the online appointment system/electronic medical record system) can precisely record patients' medical care history. | 0.853* | 0.272 | 0.83 |
| The chance of information technology service (the online appointment system/electronic medical record system) making mistakes is slim. | 0.841* | 0.293 | ||
| Information technology service (the online appointment system/electronic medical record system) can let patients finish the process of medical care. | 0.786* | 0.382 | ||
| Information technology service (the online appointment system/electronic medical record system) can carry out the promise to patients. | 0.850* | 0.278 | ||
| Information technology service (the online appointment system/electronic medical record system) has a good privacy protection system. | 0.632* | 0.601 | ||
| Information technology service (the online appointment system/electronic medical record system) is trustworthy. | 0.747* | 0.442 | ||
| I have confidence in information technology service (the online appointment system/electronic medical record system). | 0.882* | 0.222 | ||
| Information technology service (the online appointment system/electronic medical record system) can satisfy my individual needs. | 0.815* | 0.336 | ||
| Information technology service (the online appointment system/electronic medical record system) provides an extensive explanation about the use of the system. | 0.822* | 0.324 | ||
| Information technology service (the online appointment system/electronic medical record system) can reduce the treatment time. | 0.759* | 0.424 | ||
| Information technology service (the online appointment system/electronic medical record system) provides a rapid medication treatment result. | 0.712* | 0.493 | ||
| Information technology service (the online appointment system/electronic medical record system) is very convenient. | 0.837* | 0.299 | ||
| Patient Satisfaction | Information technology service (the online appointment system/electronic medical record system) meets my expectations. | 0.825* | 0.319 | 0.86 |
| I am satisfied with information technology service (the online appointment system/electronic medical record system). | 0.836* | 0.301 | ||
| I am a loyal customer of this hospital. | 0.829* | 0.313 | ||
| I received very satisfactory service from the information technology service (the online appointment system/electronic medical record system). | 0.811* | 0.342 | ||
| Network Security | Information technology service (the online appointment system/electronic medical record system) protects personal privacy and prevents unauthorized use. | 0.702* | 0.507 | 0.79 |
| It is safe to provide personal information in information technology service (the online appointment system/electronic medical record system). | 0.722* | 0.479 | ||
| I think information technology service (the online appointment system/electronic medical record system) is dependable. | 0.863* | 0.255 | ||
| Information technology service (the online appointment system/electronic medical record system) protects information from being modified and distorted. | 0.746* | 0.443 | ||
| I believe information technology service (the online appointment system/electronic medical record system) authenticates user's identity. | 0.723* | 0.477 | ||
| I can trust the records provided in information technology service (the online appointment system/electronic medical record system). | 0.798* | 0.363 | ||
| I feel comfortable leaving personal information in information technology service (the online appointment system/electronic medical record system). | 0.733* | 0.463 | ||
| I think information technology service (the online appointment system/electronic medical record system) is honest. | 0.785* | 0.384 | ||
| I think information technology service (the online appointment system/electronic medical record system) avoids patient denial of records. | 0.796* | 0.366 | ||
| I believe information technology service (the online appointment system/electronic medical record system) is reliable. | 0.865* | 0.252 | ||
Note. * t-value > 2.