As the technical progress has been saturated, the convergence of technologies or the fusion of technologies has changed the business circumstances of technology-based service providers whose goal is the delivery of technically advanced services.
Also, the influence of technology-based service encounters on service quality in health care cannot be ignored.
The utilization of technology-based service encounters provides convenience and saves time, money and energy for organizations and patients/customers.
Therefore, in the operation of technology-based service encounters, along with providing network security, it is essential to build consumers' psychological trust.
As shown in figure 2, from the correlated parameter estimates of technology-based service encounters and patient satisfaction, with a path coefficient of.11 > 0 (t = 1.05).
From service providers' viewpoint, hospitals could learn how patients rate their organization's service quality through patients' cognition of technology-based service encounters, and further improve their service standard.
This study adopted the electronic medical record system and online appointment system service as an example of the utilization of technology-based service encounters.
Therefore, in the operation of technology-based service encounters, along with providing network security, it is essential to build an atmosphere of psychological trust.
Scholars inspected the consumers' preferences and evaluations of the self-service options of technology-based service encounters and discovered that different types of consumers hold different opinions and perceptions about the self-service options of technology-based service encounters [ 29, 32].
In recent years, some scholars have used the terms of technology-based service [ 23, 24], technology-enabled service delivery [ 25] and e-service encounter [ 26] to describe the platform of technology-focused service encounters.
As shown in figure 2, from the correlated parameter estimates of technology-based service encounters and service quality, with a path coefficient of.51 > 0 (t = 12.61), it has achieved the level of significance (p <.05), and shown positive correlation.
