【目的】研究社會交互對在線醫療問答患者用戶使用意愿的作用機理。【方法】以互動為研究視角,基于互動感知理論構建在線醫療問答患者用戶使用研究理論模型,采用調研問卷的方式收集371份有效數據,使用Smart PLS 3.0工具對模型進行檢驗。【結果】本文驗證了在線醫療問答情境下患者在貢獻信息時感知的自我效能和利他愉悅,人機交互時的感知易用性和感知有用性,以及認知信任和情感信任對其使用意愿的正向影響,擴展了以往的研究情景。較以往研究更進一步的是本文發現患者用戶在接收信息時感知的信息和情感支持對認知和情感信任具有不同影響,并在患–醫和患–患交互中表現出差異。【局限】由于疾病類型和信息作用方式(直接或間接)差異而導致的結果差異尚待研究。【結論】在線醫療問答患者用戶的人際互動和人機互動感知對其使用意愿均有正向影響。

[Objective] To explore the impacts of social interaction on online medical question-answering service. [Methods] We proposed a new research model to study online medical question-answering usage. We collected data with questionnaire and examined the proposed model with the Smart PLS 3.0. A total of 371 valid samples were obtained and analyzed. [Results] We found that users were happy after contributing information online. The usefulness and ease of use during human-machine interaction, as well as the cognitive-trust and affection-trust posed positive effect to patients’ usage of online medical question-answering services. We also found the information and emotion support had different impacts on cognitive and affection trust, which led to different behaviors of patient-doctor and patient-patient interactions. [Limitations] Impacts of different diseases and information functions(direct or indirect) on the interaction should be further studied. [Conclusions] Human-human and human-machine interactions have positive effects on patient’s intention of using online medical question-answering services.