Exploring the Influencing Factors of Personal Loyalty to Health Passbooks: Extending the Perspective of Consumption Values

Abstract

As Taiwan’s society ages, chronic disease and long-term care have become more common. The National Health Insurance Administration (NHIA) in Taiwan uses health passbooks as self-health monitoring tools to assist in disease prevention. As a result, the health passbook is widely used, and its user satisfaction and numbers have greatly increased, making it an important self-health management tool. However, a high level of satisfaction does not necessarily translate into continued willingness to use the health passbook. Therefore, this study extends consumption value theory and integrates user satisfaction with subjective well-being to explain which factors affect user loyalty to health passbooks. The subjects of the study are Taiwanese citizens who are over 20 years old and have used health passbooks. The resulting 471 valid questionnaires constituted a response rate of 90.9%. The results showed that functional, emotional, epistemic, and conditional value had positive effects on user satisfaction. Moreover, user satisfaction and subjective well-being had a positive and significant impact on loyalty. The results of this study provide valuable insights into how to enhance the willingness of users to embrace health passbooks, which is helpful for governments and hospitals to increase the likelihood of user loyalty.

Keywords: health passbooks, consumption value, user satisfaction, system loyalty

DOI: 10.54941/ahfe1004390