The Impact of WhatsApp Application in Clinical Management: Moderating the Role of Perceived Risk

Abstract

WhatsApp is one of the most widely employed forms of digital technology in clinical management settings. However, from previous research, the use of WhatsApp for clinical management involves certain risks, particularly the violation of patient data confidentiality. This study aims to examine the relationship of perceived risk as a moderator regarding the adoption of WhatsApp for clinical management among healthcare workers based on the unified theory of acceptance and use of technology (UTAUT). A total of 165 respondents participated in this study using an online platform. Statistical analysis was performed using partial least square structural equation modelling (PLS-SEM). This study proved that performance expectancy, effort expectancy, and social influence positively influence behavioural intention while facilitating conditions positively influence user behaviour. Furthermore, perceived risk was shown to be negatively significant in moderating the relationship between social influence and behavioural intention. This study recognised the risk perceived by healthcare workers while handling patient data even though WhatsApp is perceived to improve their performance. Thus, utilising secured mobile messaging applications among healthcare workers must be guided and cultivated to mitigate the risk and simultaneously ensure that any communication technology used is as effortless and free as WhatsApp, but secure.