The impact of chabot characteristics on patient adoption and intention to use healthcare e-services: the novel roles of patient ideologies

Purpose This research explores how chatbot characteristics influence patient adoption of chatbot apps in healthcare. It also examines the intention to use e-services, considering patient ideologies (Luddites vs technophiles) across Generation Y and Generation Z. Design/methodology/approach The data for this study were collected through a survey of 451 healthcare mobile app users, employing a projection technique. Structural equation modeling was used for data analysis. To compare differences between groups and subgroups, a multigroup analysis was conducted. The robustness of the model was further validated using an artificial neural network approach. Findings The results show that technophiles and Generation Z are more likely to adopt chatbot apps in the healthcare sector and demonstrate stronger intentions to use e-services. However, Luddites and Generation Y did not display adverse outcomes regarding adoption. Originality/value This research explores the adoption of chatbots in the healthcare sector, distinguishing between patient ideologies (Luddites vs. technophiles) and generations (Y and Z). It highlights the importance of considering these factors in both theory and practice. The study suggests that practitioners should address individual differences when implementing chatbots and digital platforms and that Luddites and Generation Y can be encouraged toward positive adoption behaviors through education.