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Artificial Intelligence in the National Health System: Assessment of Patient Satisfaction and Trust in Primary Care Services
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| 1.66 MB | Adobe PDF |
Autores
Orientador(es)
Resumo(s)
In recent years, artificial intelligence has gained relevance in multiple domains, and in the
specific domain, AI agents for patient care have consolidated. However, patients have lower
levels of satisfaction with these agents mainly due to their lack of emotional responsiveness,
perceived credibility, and even perceived practicality. This research aims to analyze whether
the type of agent (AI vs. Human) exerts a significant influence on the level of perceived wellbeing of users in primary care services in the SNS 24 application. To materialize the objective,
a between-subjects experiment was used, with 201 participants submitted to single-factor
scenarios (AI Agent vs. Human). The results demonstrate that the type of agent exerts a
significant influence on the perceived well-being of users, with the lowest level of satisfaction
identified with the AI agent. The research also showed that perceived credibility is a mediator
for the effect of the type of agent on the perceived well-being of users, as well as on perceived
practicality. Finally, this research, theoretically based on empirical evidence, validates and
extends the service encounter 2.0 and the AI Experiential Perspective, and in practice supports
the implementation of automatic systems in the SNS 24 APP.
Descrição
Dissertation presented as the partial requirement for obtaining a Master's degree in Data Driven Marketing, specialization in Digital Marketing and Analytics
Palavras-chave
Artificial intelligence Patient Satisfaction Perceived practicality Primary Care trust SNS 24 APP SDG 3 - Good health and well-being