Towards Sustainable Healthcare: Exploring Factors Influencing Use of Mobile Applications for Medical Escort Services

The aging population is placing pressure on the healthcare system, and the private sector is innovating healthcare through digitalization. Mobile applications for medical escort services (MA-MES) could become a sustainable healthcare tool, assisting adult children in scheduling escorts to accompany their elderly parents to medical appointments. This creates new collaborative methods and service processes for healthcare services. This research applies the Unified Theory of Acceptance and Use of Technology 2 (UTAUT 2) model to identify the intentions of adult children to use MA-MES for their elderly parents. Data were gathered from 350 individuals in the age group of 20 to 59 years and analyzed using structural equation modeling (SEM). The findings indicated that the performance expectancy (PE), effort expectancy (EE), social influence (SI), price value (PV), and perceived trust (PT) significantly increased behavioral intentions (BI). Perceived risk (PR) mediated the relationship between PT and BI, while age moderated the effects of PT on BI. Cohabitation with elderly parents moderated the effects of SI and PT on BI. This research proposes a unique model to predict the intentions of adult children to use MA-MES for their aging parents. It provides insights enabling managers to carry out continuous innovation in MA-MES.