Theses (Master of Business Administration in Healthcare Management)

The offshore oil and gas industry remains one of the most complex, hazardous, and strategically significant sectors of the global economy, with operations conducted both on fixed platforms and on offshore vessels such as tankers, floating production storage and offloading units (FPSOs), and support vessels. While both environments share the overarching goal of ensuring safe and efficient energy production, they differ substantially in terms of occupational health risks, medical readiness, and security challenges. This report presents a comparative evaluation of occupational health, medical, and security measures implemented in offshore platforms and vessel operations, emphasizing their effectiveness, limitations, and adaptability in mitigating workplace hazards and safeguarding personnel. The study adopts a multidisciplinary approach, drawing on occupational health and safety (OHS) frameworks, maritime medical standards, and international security risk assessment protocols. A semi- structured interview was conducted with the participant to obtain in-depth insights while allowing flexibility for emergent themes. This method facilitated the collection of rich qualitative data by combining guided questions with open-ended exploration. The report evaluates vessel-specific risks such as dynamic marine conditions, piracy, and prolonged isolation against platform-based hazards, including confined spaces, high-pressure systems, and process-related incidents. The findings revealed that offshore vessels often face higher incidence of acute injuries and security threats due to mobility, navigational risks, and exposure to external aggressors, whereas fixed platforms are more prone to process-related accidents and chronic occupational illnesses linked to long-term exposure to industrial environments. Medical preparedness also differs platforms typically benefit from more stable infrastructure and onsite medical facilities, while vessels rely heavily on telemedicine, limited onboard medical staff, and rapid evacuation protocols, which are frequently constrained by weather and distance to shore. Security assessments further highlight the vulnerabilities of vessels to piracy and armed robbery, requiring layered defensive strategies beyond conventional OHS measures. This report argued that while both platforms and vessels have established frameworks for health, medical, and security management, significant gaps remain in the integration of these systems, particularly in dynamic vessel operations.

There is a substantial body of literature that examines health insurance participation among the general population in Malaysia. However, limited attention has been directed to the involvement of healthcare personnel in Malaysia in relation to their participation in health insurance. The primary aim of this research is to examine the impact of sociodemographic factors, attitude, general perceptions, and perceptions regarding health insurance benefits and ease of claims on the participation in personal health insurance among healthcare personnel in a private and a public hospital in Malaysia. This study employed self-administered questionnaires as the primary data collection instrument. The findings of the study indicate a notable disparity with regard to the participation in personal health insurance between gender, professional category, and healthcare sector that the healthcare personnel work in. Whereas there is no statistically significant difference found between age and length of service in relation to participation in personal health insurance among healthcare personnel. Furthermore, a significant and strong positive correlation exists between individuals' attitude, general perceptions, and perceptions of health insurance benefits, and their likelihood of engaging in personal health insurance. Having said that, collaboration among government bodies, healthcare institutions, and insurance providers in Malaysia is crucial to effectively implement programmes, strategies, and initiatives that aim to improve awareness and comprehension among healthcare personnel in Malaysia regarding the significance of personal health insurance. Keywords: Health insurance Participation, Attitude, General Perception, Benefits

Aims: With the rapid proliferation of data in healthcare it has provided an opportune platform creation of Artificial Intelligence (AI). AI has brought a paradigm shift for healthcare professionals, promising improvement in delivery and quality. This study aims to determine the perception of healthcare personnel on perceived ease of use, perceived usefulness, and subjective norm toward attitude for artificial intelligence acceptance. Methods: This is a cross-sectional single institutional study of employees’ perception of adopting AI in the hospital. The study population is all healthcare personnel of a private hospital. The inclusion criteria include all healthcare personnel involved with clinical management such as doctors, nurses, and others. The survey was conducted using a questionnaire adapted from Technology Acceptance Model and a four-point Likert scale was used for the measurement variables in this study. Data were analysed using IBM Statistical Package for the Social Sciences (SPSS) Version 26. Results: There were 96 respondents. This study started off with three hypotheses but has found that only two hypotheses have been accepted and one hypothesis has been rejected. H2 to H3 perceived usefulness and subjective norm respectively, showed positive relationship between their perception on artificial intelligence acceptance and were accepted However, H1 which was ease of use, was rejected as it did not generate a positive relationship between ease of use on attitude and artificial intelligence acceptance. Conclusion: This study has shown the significant relationship and the importance of ease of use, perceived usefulness, and subjective norm to the acceptance of AI. In the study results, there are determining factor and mostly those with most interaction with the patients and clinical management have a strong acceptance of AI in their practices. Key words: Artificial Intelligence, Acceptance, Healthcare, Healthcare Professionals

The rising cost of healthcare in Malaysia has prompted significant policy reforms, including the introduction of co-payment mechanisms in health insurance by Bank Negara Malaysia effective September 2024. While co-payment is expected to reduce premiums and promote cost-sharing, its acceptance among insured patients remains uncertain. This study investigates the acceptance of insurance co-payment among patients visiting private General Practitioner (GP) clinics in Klang Valley using the Health Belief Model (HBM) as the theoretical framework. The research adopts a quantitative and qualitative, cross-sectional design, targeting adults aged 18–70 with active co-payment health insurance plans. A structured questionnaire was disseminated, encompassing socio-demographic data and HBM constructs such as perceived susceptibility, severity, benefits, barriers, and cues to action. Data analysis was performed using SPSS and Partial Least Squares Structural Equation Modelling (PLS-SEM) to examine relationships between variables and test proposed hypotheses. As for the qualitative analysis, coding and categorization of themes related to attitudes toward co-payment was performed and NVivo or manual coding was done for identifying recurring patterns. Preliminary literature suggests that socio-economic status, health literacy, and prior insurance experience strongly influence patient attitudes toward co-payment systems. Global comparisons show that co-payment adoption varies based on population awareness, affordability, and healthcare delivery models. This study fills a local research gap by evaluating the behavioural factors shaping co-payment acceptance within the Malaysian context. Findings are expected to inform healthcare policymakers and insurance providers on how to design more equitable and patient-sensitive health financing models. Insights from this study may enhance communication strategies, reduce perceived financial barriers, and support sustainable healthcare delivery. Keywords: Co-payment, Health Belief Model, Health Insurance, Patient Acceptance, Klang Valley

This management project examines the rising healthcare costs and increasing insurance coverage gaps affecting Pantai Hospital Manjung (PHM), particularly the growing rate of Guarantee Letter (GL) denials and delays that disrupt patient access and hospital operations. The project adopts a mixed-methods design, combining analysis of PHM’s GL rejection data with qualitative insights from clinicians, administrative staff, and financial teams to understand the organisational and systemic contributors to these issues. The findings show that pre-existing conditions and waiting-period clauses account for a significant proportion of denials, leading to deferred admissions and reduced continuity of care. Policy exclusions and medical-necessity disputes further highlight misalignment between clinical judgement and insurer requirements. Although administrative errors form a smaller share, they indicate workflow inconsistencies that contribute to avoidable delays. These patterns collectively affect patient behaviour, financial predictability, insurer–provider relationships, and PHM’s operational efficiency. The project concludes that targeted interventions—such as Value-Driven Outcomes (VDO) expansion, DRG-supported digital claims integration, structured insurer–provider governance and enhanced pre-admission counselling—are essential to reduce inefficiencies and support timely, equitable, and sustainable care delivery at PHM. Keywords: Healthcare Costs, Insurance Coverage, Healthcare Financing, Value-Based Healthcare, Private Healthcare

This management project evaluates the Environmental, Social, and Governance (ESG) performance of Asia OneHealthcare (A1Health), one of the region’s major private healthcare providers, with the objective of developing a structured and actionable ESG improvement roadmap. The study adopts a mixed-method approach, combining qualitative analysis of corporate disclosures, policies, and stakeholder practices with quantitative benchmarking against regional and global healthcare peers, with particular reference to IHH Healthcare as an industry best-in-class comparator. The ESG assessment framework is aligned with recognized standards such as GRI, SASB (Healthcare Delivery), and selected UN Sustainable Development Goals to ensure relevance, comparability, and credibility. Findings indicate that while A1Health demonstrates foundational strengths in clinical quality, patient safety, and community access, gaps remain in environmental management, workforce sustainability, and governance maturity. Based on these findings, the project proposes a phased three-year ESG improvement roadmap, prioritizing high-impact, feasible initiatives supported by measurable KPIs, governance structures, and change management considerations. This project contributes practical insights for healthcare executives by translating ESG principles into an implementable strategy that balances sustainability, regulatory compliance, and financial performance. The proposed roadmap positions A1Health to strengthen stakeholder trust, enhance operational resilience, and improve long-term value creation in an increasingly sustainability-driven healthcare landscape.

The COVID-19 pandemic has had an immense impact on healthcare systems worldwide particularly in terms of infection control measures. Hospital Sungai Buloh has implemented a novel walk-away queuing system for outpatient clinics, namely the iQMS. This system enables infection control via facilitating social distancing whilst waiting for their appointments and affords waiting location flexibility. However, the factors affecting outpatients’ intention to use the iQMS is yet unknown, and this is the subject of this study. The Technology Acceptance Model (TAM), Perceived System Usability and sociodemographic factors were used to study this relationship. This study used a cross-sectional quantitative design utilizing a self-administered questionnaire to obtain data. The questionnaire comprised of sociodemographic factors, Perceived Usefulness, Perceived Ease of Use, Intention to use the iQMS and Perceived System Usability. Two hundred and fifty-four respondents completed the questionnaire, corresponding to a response rate of 87.8%. The questionnaire showed satisfactory construct validity, discriminant validity and reliability. Perceived Usefulness and Perceived Ease of Use had a significant impact on the Intention to use the iQMS, while Perceived System Usability showed a moderate positive relationship with the Perceived Ease of Use. Sociodemographic factors did not influence the Intention to use the iQMS. In conclusion, the Intention to use the iQMS is associated with the Perceived Ease of Use and Perceived Usefulness of the system. Keywords: COVID-19, Queue Management System, Technology Acceptance Model, System Usability Scale

Aims: With the increasing complexity of healthcare system, there has been an increase in the need for more healthcare managers to manage the delivery of health services. Studies have shown that organizations with management practices, strong leadership, and clinically qualified managers have had greater performances. The application of Evidence-Based Medicine has long existed, which have led to the idea of applying the same within the field of management – Evidence-Based Management (EBMgt). This study therefore aims to understand the intention of these healthcare leaders to apply the practice of EBMgt in their decision-making process. Methods: This is a cross-sectional study conducted among 234 healthcare managers in major private healthcare facilities in Malaysia. An online survey was distributed to healthcare managers from 58 private hospitals in Malaysia with MSQH accreditation. The survey was adapted from the Theory of Planned Behaviour (TPB) and a fivepoint Likert scale was used for the measurement variables in this study. The data collected was exported to IBM Statistical Package for the Social Sciences (SPSS) Version 26. Results: Attitude towards use of EBMgt has a direct positive effect on intention to use (β = 0.489, p ˂0.05) and so as with subjective norm which also indicated a direct positive effect on intention to use (β = 0.317, p ˂ 0.05). However, perceived behavioural control was found not to be statistically significant (β = -0.038, p ˂ 0.47) in relation to intention to use EBMgt. Conclusion: Attitude and subjective norms were significant to predict healthcare managers’ intention to use EBMgt which will likely lead to actual use of EBMgt in their decision making. Key words: Evidence-based management, EBMgt, Attitude, Subjective norm, Perceived behavioural control, Intention, Healthcare management.

As technology advances, the interest to transition towards digitisation has also increased. The challenges of telemedicine occur from lack of knowledge and technology adaptability, which may arise due to demographic alignment. This quantitative study seeks to use the TAM to investigate the relationship between factors perceived usefulness, perceived ease of use, and attitude towards the intention to use telemedicine. In addition, the study will explore attitude as the main mediating factor on the intention to use telemedicine. A 19 self administered questionnaire with 210 respondents from private hospitals in Malaysia who have undergone telemedicine between the full-lockdown period. The descriptive analysis uses SEM-PLS path method for modelling relationship analysis. Results showed a strong relationship between all the mediating effects of attitude towards the intention to use telemedicine, and a negative relationship was found between the direct relationship of perceived usefulness and behavioural intention. This study concluded that attitude is more important than perceived beliefs as the determinant of the intention to use telemedicine. Keywords: Telemedicine, Intention to Use, Digital Healthcare, Perceived Usefulness, Attitude, Perceived Ease of Use, Patient-Physician Relationship

This paper presents a rigorous academic deconstruction and strategic evaluation of the Agile Viva Active-Aging LifeHub business plan, situated within the context of Malaysia's accelerating demographic transition and evolving aged-care ecosystem. Employing lenses from gerontology, health systems management, business model innovation, and behavioural economics, the analysis dissects the venture's foundational thesis, operational model, and market positioning. It identifies a convergent "perfect storm" of demographic pressure, systemic service gaps, and policy tailwinds that validate the model's necessity. The interpretation section critically examines the venture's core hypotheses which particularly the integration of play therapy and a hybrid clinical-wellness model that against empirical evidence and cultural-economic realities in Malaysia. Subsequently, the paper proposes a detailed, phased strategic roadmap for growth, embedding sustainability through clinical governance and financial resilience, and achieving scalability via technological enablement and ecosystem orchestration. This work contributes to the literature on social enterprise models in ageing societies and provides a replicable framework for evidence-based, scalable preventive health interventions in emerging economies.

Malaysia is rapidly transitioning into an ageing society, creating an urgent demand for structured, community-based eldercare services that balance health monitoring with social vitality. This business plan proposes the establishment of The Ranyai House: Elder Living and Care Centre, a mid-range elderly daycare centre in Kuching, Sarawak, defined by its Unique Selling Proposition (USP): The "Intergenerational Bridge." Operating through a "Shared Campus" model, the centre partners with an existing local preschool to foster supervised interactions between “grandparent figures” and children. This strategy is designed to enhance cognitive resilience and emotional well-being in older adults while providing a lean operational strategy that leverages existing preschool infrastructure to mitigate high startup costs. Financial projections indicate a break-even between Years 1 and 2, with a projected Net Income of RM308,195 by Year 5 through strategic tiered pricing. Beyond its practical implementation, this study contributes to the field of healthcare management by providing a validated framework for intergenerational solidarity as a strategic resource in community-based care. It extends the Social Exchange Theory by demonstrating how structured non-familial interactions can activate social participation and create a “responsibility-reward” equilibrium that alleviates pressure on the broader national healthcare system. To further solidify the strategic positioning of The Ranyai House, the Continuum of Care model is integrated, demonstrating how the cenre bridges the gap between independent living and high-intensity clinical care, providing a vital mid-point for Kuching’s ageing population. Furthermore, this work offers an original “Partner-Bridge” typology, providing a scalable model for ageing-in-place that addresses the socio-emotional needs of seniors while fostering intergenerational empathy, offering a theoretical foundation for future family-friendly ageing policies in developing nations. Guided by the WHO Integrated Care for Older People (ICOPE) framework and the Active Ageing Policy, The Ranyai House establishes a sustainable blueprint for community-integrated care that honours seniors as vital members of society, ensuring they age with purpose, dignity, and joy.

This management project develops a business plan for Klinik Safamedic Seri Manjung 24 Jam & Xray as an integrated occupational and family health hub in the Manjung maritime–industrial corridor. The plan is shaped by Manjung’s rapid growth in ports, industry and residential townships, which creates steady demand for 24-hour primary care, occupational health, seafarer medicals & accessible fertility services under one roof. The project draws on a focused review of academic and industry literature, detailed mapping of the local clinic market and the use of standard strategy tools. A three-year financial projection links service lines to realistic staffing, overheads, phased capital expenditure and break-even estimates. Findings show that, while Manjung has several established clinics, none currently combine true 24-hour operations with on-site X-ray and ultrasound, mini-lab and audiometry, DOSH-registered OHD services, Marine Department–accredited seafarer medicals and a structured fertility pathway. Klinik Safamedic is therefore positioned to occupy this integrated niche, provided that corporate and maritime contracts are actively developed and diagnostic capacity is used efficiently. The project concludes with a phased go-to-market roadmap, emphasising early focus on industrial and maritime clients, continued community engagement, tight cost control and data-driven monitoring of service mix and margins. Together, these steps are intended to support a sustainable 24-hour clinic that contributes both to local health needs and to Manjung’s wider economic development agenda. Keywords: Business plan, primary care, occupational health, seafarer medicals, fertility services, 24-hour clinic, Manjung

This Management Project develops a comprehensive business plan for Xin-An, a digital mental health service designed to address the critical treatment gaps, fragmented service pathways, and unmet psychological needs in China. Despite increasing awareness of mental health issues, access to timely, affordable, and evidence-based care remains severely constrained by workforce shortages, uneven regional distribution of specialists, and persistent social stigma. The purpose of this project is to propose a viable, scalable, and clinically governed digital solution that integrates stepped-care models, measurement-based care, and AI-enabled triage to deliver accessible and high quality psychological support. The study adopts a business plan development methodology, incorporating a systematic review of academic and industry literature, competitive landscape assessment, operational modelling, financial forecasting, and risk evaluation. Findings indicate that market demand for mental health services is expanding rapidly, while existing providers show limitations in clinical quality, affordability, and long-term sustainability. Xin-An’s hybrid model combining low-intensity digital interventions with professional human-delivered care demonstrates strong feasibility and competitive advantage. This project provides strategic recommendations for phased growth, regulatory compliance, partnership development, and financial sustainability over a five-year horizon. The proposed business plan contributes practical insights for strengthening digital mental health delivery in China and offers a scalable framework for advancing population mental wellbeing through technology-enabled innovation.

To deal with the growing number of cancer cases in Malaysia and the fact that diagnostic, treatment, and supportive care services are spread out among several facilities, an integrated oncology centre is being planned in Klang Valley. The project is a key part of LC's current growth plan. It will be utilising the current company's existing network, infrastructure, and support services to bring together medical oncology, radiation therapy, haematology, onco-surgical access, imaging, pathology, and survivorship services into a single patient-centred hub. The concept uses known healthcare business-planning frameworks to look at market demand, the competitive landscape, and regulatory needs. It also lays out a service model that can grow with the help of a multidisciplinary governance structure and digital health integration. Financial projections for 3 to 5 years, taking into consideration capital expenditure, operating costs, revenue leads from clinical services, and sensitivity analyses, demonstrate the centre’s financial viability and potential for sustainable growth. The business proposal says that an integrated oncology centre that is part of the LC ecosystem can improve access, care coordination, and clinical results for cancer patients in Klang Valley while also being a strong and long-term investment in healthcare.

The rapid advancement of Artificial Intelligence (AI) is transforming healthcare systems worldwide, offering significant potential to enhance efficiency, accuracy, and patient-centred care. Within nursing practice, AI applications, such as predictive analytics, clinical decision support, and automated documentation, can enhance clinical decision-making, reduce workload, and support professional development. However, integrating AI into nursing is not without challenges, as issues related to ethical considerations, job security, technological readiness, and the preservation of compassionate care must be addressed. This study aims to examine the opportunities and challenges of AI integration in nursing practice, with a focus on nurses' perceptions, preparedness, and behavioural intention towards adopting AI tools. A cross-sectional quantitative research design will be employed among registered nurses in Klang Valley to assess perceived usability, benefits, and challenges of AI adoption. The findings are expected to provide evidence-based insights into nurses’ readiness for AI adoption, inform ethical and practical strategies for integration, and guide policy recommendations for a sustainable digital transformation in healthcare. Ultimately, the research seeks to contribute to the advancement of nursing education, practice, and innovation while ensuring that the humanistic essence of care remains central in an AI-driven healthcare environment.

In Malaysia, a staggering 73.1% of consumers admit to non-compliance with prescribed medication, and over a third (33.9%) engage in the high-risk practice of medicine sharing. These figures reveal a critical breakdown in the nation's quality use of medicines, a problem now dangerously amplified by unregulated digital channels where health misinformation and illicit online pharmacies proliferate. This case study provides a comprehensive analysis of the Malaysian healthcare ecosystem to diagnose the drivers, risks, and operational realities of this escalating public health challenge. The findings reveal that self-medication is a highly prevalent practice, deeply embedded in the culture and driven by perceptions of convenience, safety, and the influence of past experience. The rapid adoption of digital health, particularly telehealth services for chronic disease management, offers a structured and beneficial avenue for patient care. However, this progress is dangerously undermined by the parallel growth of an unregulated online environment. During the recent pandemic, illicit vendors comprised up to 73.3% of search engine results for in-demand medicines, creating a significant patient safety crisis. The analysis further identifies critical operational gaps at both ends of the healthcare spectrum. Deficiencies in regulatory compliance among healthcare professionals, particularly in record-keeping and medicine labelling, are widespread. This is mirrored by severe deficits in public health literacy, evidenced by the high rates of medication non-adherence and sharing among consumers. To address these interconnected challenges, this report proposes a multi-pronged strategic approach centered on three core pillars: 1. Enhanced Public Health Literacy Launching a national campaign to educate consumers on responsible self-care practices and the inherent risks of inappropriate self-medication. 2. Strengthened Digital Governance Establishing a robust regulatory framework for online health platforms and certified pharmacies to combat misinformation and ensure patient safety. 3. Improved Operational Enforcement Enhancing regulatory oversight through proven effective measures and mandating continuing professional education to close compliance gaps. By implementing these recommendations, Malaysia can foster a safer and more effective self-care environment, empowering its citizens while safeguarding public health in an increasingly digital world.

Objectives To assess the rate of Influenza Like Illness (ILI) among influenza vaccinated and non-vaccinated employees on rate of absenteeism and presenteeism due to ILI, and to estimate the cost benefit of influenza vaccination in workplace from the employer’s perspective. Methods A cross-sectional questionnaire survey was conducted amongst employees of a private hospital voluntarily vaccinated, were compared with non-vaccinated employees matched for age, sex, and job category. The outcome of cost-benefit analysis was evaluated by self-reporting on absenteeism and presenteeism from work related to ILI. Costs and benefits of the influenza vaccination from the employer point of view were calculated. Analyses were performed with SPSS 23.0. Results A total of four hundred and twenty-one respondents participated in this study. The influenza vaccination rate in this group was 63.0 % (n=265). The non-vaccinated were 37.0 % (n=156). The rate of ILI was lower among vaccinated (17.0 %) compared to non-vaccinated (47.0 %). The ILI related absenteeism reported was 40.0 % by vaccinated employees compared to 57.5 % by non-vaccinated employee, with absenteeism rate of 0.16 day per employee and 1.05 day per employee respectively. This led to a 6.5 times higher absenteeism rate amongst the non-vaccinated. The influenza vaccination strategy reduced absenteeism due to ILI by 84.8 %. Influenza vaccination was financially beneficial, with savings for employer of up to RM 79.41 per vaccinated employee when only labour cost was included (54.0 % cost saving). The cost saving drastically rise to RM 708.15 (71.0 % cost saving) when the operating income per employee was also incorporated. Conclusions Implementing an influenza vaccination program would reduce the burden o ILI and save substantial amount of financial reserves for the company. This study showed that influenza vaccination for working adults on average is cost saving and cost beneficial when translated into financial investments for the employer. It has significant impact averting cost of absenteeism and presenteeism. The approach on economic evaluation and cost benefit analysis used in this study can be applied to other workplace vaccination strategies in their settings. Keywords: Influenza vaccination, workplace, Influenza Like Illness, absenteeism, presenteeism, cost and benefit.

Consumer retention is a critical factor of long-term sustainability in the rapidly developing aesthetic-clinic industry in Malaysia, where high consumer standards and market saturation compound competitive imperatives. Explaining the precursors that influence the tendency of patients to reengage is critical to the development of theories and strategically informing management practices. The given study therefore looks at the interrelations between five salient Customer Perceived Value (CPV) dimensions, namely outcome satisfaction, customer experience, trust, price perception, and word of mouth and also revisits intention, in addition to evaluation of gender as a potential modifying factor. The study used a quantitative cross-sectional design, which sampled 310 customers of urban aesthetic clinics in Malaysia. A structured, self-administered questionnaire was used to collect the information and the resulting data was subjected to Partial Least Squares Structural Equation Modelling (PLS-SEM) to test the hypotheses proposed. The empirical results reveal that word of mouth (b = 0.601, p < 0.001) is the strongest predictor of revisit intention compared to the other dimensions of CPV. There is also a statistically significant but relatively weak effect of price perception (b = 0.265, p < 0.001). Together, these variables explained 73.2% of the variation in revisit intention (R² = 0.732). Outcome satisfaction, customer experience, trust, and gender, respectively, did not provide statistically significant effects. These findings highlight the importance of social influence in framing patient loyalty in the elective, credence-based healthcare services. Patients also seem to rely on peer recommendations and mutual experiences more than on interpersonal trust or quality of service perceptions. To sum up, authentic testimonials, referral systems, and digital engagement strategies ought to be leveraged by the managers of aesthetic clinics to amplify positive word of mouth because of their greater predictive ability in instilling long-term loyalty and repeated visits to patients.

Augmented Reality (AR) technology and its applications in various industries and sectors within healthcare itself has been increasingly popular and on-demand as the world approaches Industrial Revolution 4.0. With its enormous and continuously progressive advancements in the healthcare industry, basic yet vital services like consultations can be further improved with the integration of technologies. This study proposed a conceptual framework derived from 2 underlying theories; the Technological Acceptance Model and the Theory of Planned Behaviour model using the constructs Perceived Ease Of Use, Perceived Usefulness and Perceived Enjoyment, mediated by behavioural Intention To Use, towards patient’s Actual Usage of AR technology application in aiding their consultations with their healthcare professionals. A survey questionnaire was developed and distributed via online administration through social media platforms and internal emails of the International Medical University. 539 responses have been selected by simple sampling technique. All hypothesis proposed in this study’s conceptual framework has been found to be significantly positive in ultimately influencing an individual’s eventual usage of AR technology application in facilitating consultations. These results revealed the interrelationships of the constructs involved, thus enhancing our understanding on the factors of AR to be used in aiding consultations sessions. The findings of this study have some important practical implications for the improvement of conventional consultation methods so as to improve patients’ understanding which has an impact on their overall health compliance and outcome.

This study investigated the determinants of patient acceptance of healthcare Artificial Intelligence (AI) chatbots in Malaysia using the Unified Theory of Acceptance and Use of Technology (UTAUT). A cross-sectional survey was conducted among 300 Malaysian adults recruited via digital convenience sampling. The instrument measured Performance Expectancy (PE), Effort Expectancy (EE), Social Influence (SI), Facilitating Conditions (FC), Behavioural Intention (BI), and Use Behavior (UB). Descriptive results showed uniformly high acceptance levels with low variance across constructs. Regression analyses demonstrated that PE, EE, and SI were all highly significant predictors of BI. Furthermore, BI significantly predicted UB, and FC also showed a statistically significant positive effect on UB. All moderation hypotheses involving age and gender were non-significant, signalling the diminishing influence of demographic variables in digitally mature populations. The results highlight the presence of ceiling effects and model saturation, suggesting that traditional UTAUT predictors may have limited explanatory power in contexts of widespread digital literacy in healthcare. The findings support expanding acceptance models to incorporate AI-specific constructs such as trust, perceived diagnostic accuracy, algorithmic transparency, and risk perception. The study provides practical insights for healthcare providers, developers, and policymakers aiming to implement safe, credible, and user-centred AI tools within Malaysia’s evolving digital health ecosystem. Key words: AI Chatbots, Healthcare Technology, UTAUT, Behavioural Intention, Use Behavior, Malaysia, Technology Adoption, Digital Health, Patient Acceptance