Title: Examining Taiwan's national health insurance website quality and customers' loyalty

Authors: Jengchung Victor Chen; Timothy McBush Hiele; Mei-Tsui Lin

Addresses: Institute of International Management, National Cheng Kung University, 1 University Road, Tainan City, 701, Taiwan ' Information Technology Management Program, International College, Ming Chuan University, 5 De-Ming Rd., Gui-Shan District, Taoyuan City 333, Taiwan ' Institute of International Management, National Cheng Kung University, 1 University Road, Tainan City, 701, Taiwan

Abstract: The favourable impact on the assessment of website quality and response from customers can explain and justify the manifestation and significance of an online healthcare platform. This study applies the information systems (IS) success model and technology acceptance model (TAM) to assess Taiwan's bureau of national health insurance (BNHI) online platform. In particular, this study presents and empirically tests the research framework by using a SmartPLS path analysis through the use and validation of Taiwan's BNHI customers' feedback. Overall, this study sheds light on the value and importance of a medical institution and/or organisation to offer better and quality information technology (IT) platform that can serve and retain its loyal customers.

Keywords: customer loyalty; e-government; IS success model; Taiwan national health insurance; TAM; technology acceptance model; website quality.

DOI: 10.1504/IJHTM.2022.125829

International Journal of Healthcare Technology and Management, 2022 Vol.19 No.2, pp.146 - 166

Accepted: 31 Jan 2020
Published online: 30 Sep 2022 *

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