Citizens’ Adoption Of An E-Health System During The Pandemi

The Philippine Health Insurance Corporation (PhilHealth) reintroduced a new facility called "My PhilHealth Portal" to provide members with services from the comfort of their homes or offices in order to comply with the government’s pandemic health protocols. This study aims to determine the factors influencing the behavioral intention of PhilHealth members to adopt My PhilHealth Portal using an extended unified theory of acceptance and use of technology (UTAUT). Variables from this theory were operationalized through indicators which were then translated into a self-reported online survey questionnaire distributed through email and Facebook. Purposive-homogeneous sampling was used to determine the sample size from the target population who are Cagayan de Oro City-based PhilHealth formal economy members employed in either private or public sector. Quantitative analysis of data was done using IBM SPSS Statistics (version 20) and IBM SPSS AMOS (version 26). Structural equation modeling was utilized to determine the correlations of variables. Findings show that citizens' behavioral intention to use My PhilHealth Portal is influenced by their trust on the internet, trust in the government, effort expectancy, and their perceived competence. Furthermore, age significantly moderates the effect of social influence on behavioral intention. Voluntariness of use also appears to moderate the effect of social influence. To increase My PhilHealth portal adoption by members, the concerned government agency will need to implement more security features that will increase citizens' trust in the government and staff's ability to implement online services securely. Citizens should have access to a public internet connection and knowledge on how to use the portal so that they could conduct transactions with ease.