A comparison Study on User Acceptance of Digital Healthcare Services Among M40 and B40 Community in Selangor: A Study on SELangkah Application

Abstract

Over time, the global digital healthcare industry has started to take shape with the aim of offering benefits to all residents. Much effort has been put into improving the effectiveness and accessibility of the healthcare system in Malaysia for the benefit of its people. The Selangor state government is working to make all communities safer and healthier places, and one of its initiatives is the SELangkah application. Nonetheless, there are still concern over the take up of digital healthcare services among citizens especially those in the low-income and middle-income communities; B40 and M40. Previous study has shown that different economic status has an impact towards the acceptance level in technology services. Therefore, this study utilises qualitative research method to investigate the state of user acceptance in digital healthcare services among B40 and M40 users in Selangor through the case study of SELangkah application. Focus group discussion was conducted with over 10 participants from Selangor to evaluate and compare the acceptance level of digital healthcare services between both income group with the instrument development were guided by the Extended Technology Acceptance Model (ETAM). The area of group discussion covers users’ perceived usefulness, perceived ease of use, attitude, behaviour, external challenges, and actual use. The findings show that both M40 and B40 group find the application to be beneficial; in addition, they believe there should be more awareness campaign to promote the application to the public. A few clear differences between the acceptance level of the two groups would be the simplicity of the language used in the application, the recommended features, and future needs between the two groups. M40 group find no difficulties to navigate the application but B40 group mention that the used words can be simplify. While M40 group recommended for gamification and high engagement features; the B40 group is looking more at practicality such as more information or linkages to nearby clinic. Nevertheless, both groups did not find major difficulties and they see a lot of benefit of the application. This will form the fundamental basis for future research efforts aimed at closing the technology acceptance gap and enabling a wider population to use technology as a tool to have a healthier life.