Examining Taiwan’s national health insurance website quality and customers’ loyalty

Jengchung Victor Chen, Timothy Mc Bush Hiele, Mei Tsui Lin

Research output: Contribution to journalArticlepeer-review


The favourable impact on the assessment of website quality and response from customers can explain and justify the manifestation and significance of an online healthcare platform. This study applies the information systems (IS) success model and technology acceptance model (TAM) to assess Taiwan’s bureau of national health insurance (BNHI) online platform. In particular, this study presents and empirically tests the research framework by using a SmartPLS path analysis through the use and validation of Taiwan’s BNHI customers’ feedback. Overall, this study sheds light on the value and importance of a medical institution and/or organisation to offer better and quality information technology (IT) platform that can serve and retain its loyal customers.

Original languageEnglish
Pages (from-to)146-166
Number of pages21
JournalInternational Journal of Healthcare Technology and Management
Issue number2
Publication statusPublished - 2022

All Science Journal Classification (ASJC) codes

  • Leadership and Management
  • Health Informatics


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