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DETERMINANTS OF BEHAVIOURAL INTENTION AND ACTUAL USE OF AI CHATBOT FOR INITIAL MEDICAL ADVICE AMONG PATIENTS IN MALAYSIA

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dc.contributor.authorMEGALAH AYANARAPPAN
dc.date.accessioned2026-07-28T23:51:21Z
dc.date.available2026-07-28T23:51:21Z
dc.date.issued2026
dc.description.abstractThis 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
dc.identifier.urihttps://hdl.handle.net/20.500.14377/37816
dc.language.isoen
dc.publisherIMU University
dc.subjectArtificial Intelligence
dc.subjectGenerative Artificial Intelligence
dc.subjectTelemedicine
dc.subjectPatient Acceptance of Health Care
dc.subjectHealth Services Accessibility
dc.subjectMalaysia
dc.titleDETERMINANTS OF BEHAVIOURAL INTENTION AND ACTUAL USE OF AI CHATBOT FOR INITIAL MEDICAL ADVICE AMONG PATIENTS IN MALAYSIA
dc.typeThesis
dspace.entity.typePublication
oairecerif.author.affiliation#PLACEHOLDER_PARENT_METADATA_VALUE#
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Theses (Master of Business Administration in Healthcare Management)