Abstract：
Online consultation services have the potential to reduce the workload of healthcare staff, provide timely care to patients, and improve doctor-patient relationships. The COVID-19 pandemic has accelerated the development of these services and platforms, but it remains to be seen whether the general public will continue to use them after the pandemic is under control. This research proposes a framework to examine the factors contributing to UK adults\' continued usage of online healthcare consultation services after COVID-19 restrictions have been lifted. A total of 430 new users completed surveys, and the results indicate that expectation confirmation, system quality, and information quality can positively impact users\' self-efficacy toward using online consultation services. This, in turn, can influence their continued usage behavior. Furthermore, the results suggest that participants\' perception of health risks can moderate the relationship between self-efficacy and continued usage behavior. The strategic implications of these findings are discussed.
摘要：
在线咨询服务有可能减少医护人员的工作量,及时为患者提供护理，改善医患关系。新冠肺炎疫情加速了这些服务和平台的发展，但是，在大流行得到控制后，公众是否会继续使用它们还有待观察。这项研究提出了一个框架，以检查导致英国成年人在解除COVID-19限制后继续使用在线医疗咨询服务的因素。共有430名新用户完成调查,结果表明，预期确认，系统质量,信息质量会对用户使用在线咨询服务的自我效能感产生积极影响。这个,反过来,可以影响他们的持续使用行为。此外，研究结果表明，参与者对健康风险的认知可以调节自我效能和持续使用行为之间的关系。讨论了这些发现的战略意义。
