| Traditional medicine faces many challenges,such as long queues of patients for consultation duing to a large number of patients,and excessive pressure on doctors.Although the number of registered medical staff and hospitals in China has been increasing,medical resources,especially high-quality medical resources,are still scarce duing to the large population.According to the data from the 7th National Population Census,it can be concluded that the total population of China has exceeded 1400 million,reaching 1411.78 million.Among them,the proportion of elderly people aged 60 and above is as high as 18.7%,and the proportion of elderly people aged 65 and above is13.5%.According to the development pattern of China’s population structure,the issue of aging may not be alleviated in the short to medium term,which has become a long-term development trend in the future.So,the demand and dependence of society on medical services and resources will continue to intensify.In addition,the number of medical visits and per capita visits in China every year have been continuously increasing,and China’s medical resources and medical environment have already faced enormous pressure.The continuous development of artificial intelligence technology has brought unprecedented improvements to modern medicine,significantly improving the accuracy of disease diagnosis.This not only provides fast and convenient medical services for citizens,but also effectively reduces blind and delayed medical treatment.As a digital transformation tool,intelligent consultation systems have brought obvious benefits to users and the medical industry,and many online intelligent consultation platforms and mini programs have also emerged.However,there are still some issues that need to be addressed during the consultation process for patients,such as the two-level differentiation in patients’ selection of online services,and a considerable number of patients have low satisfaction with their use.Therefore,this article is based on the user experience of intelligent consultation systems and constructs a model of the impact of multiple variables on user experience.Based on the fuzzy set qualitative comparative analysis in qualitative comparative analysis,the configuration action path analysis of each influencing factor is conducted.The purpose is to identify the combination of different influencing factors that affect the user experience of intelligent consultation systems and explore the configuration action path of each influencing factor,Answer the question “What factors affect the user experience of intelligent consultation systems and in what form do these factors interact to have an impact on the user experience ?”.This study used a questionnaire survey method,combined with existing research reviews,to design a questionnaire and distribute it through the Questionnaire Star platform.Finally,334 valid questionnaires were collected.Through configuration analysis of the data,it was found that the configuration that affects the user experience of the intelligent consultation system presents four paths,After summarizing the conclusion,it can be expressed as: 1.System quality * Interactivity * Information source credibility *Perceived risk+2.System quality * Information quality * Information source credibility *Perceived risk+3.System quality * Humanization * Interactivity * Information quality *Perceived risk+4.Humanization * Interactivity * Information quality * Information source credibility * Perceived risk → Intelligent consultation system user experience.In addition,based on this,this study compared various configurations and obtained two modes:(1)when the intelligent consultation system has high system quality and credibility of information sources,and the perceived risk is low,the impact of information quality and interactivity on the user experience of the intelligent consultation system can be mutually replaced;(2)When the intelligent consultation system has high information quality and interactivity,and the perceived risk is low,on the one hand,it can improve the quality of the intelligent consultation system to improve the user experience of the intelligent consultation system;On the other hand,the user experience of intelligent consultation systems can also be improved by improving the credibility of information sources.In addition,on this basis,a higher degree of personification can also be considered to actively promote the user experience of intelligent consultation systems.Through exploring the user experience of intelligent consultation systems,this study aims to deepen the understanding and understanding of the current use of intelligent consultation system users,provide some new materials for research in this field,and provide certain theoretical and practical references for the development of intelligent consultation systems. |
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