PERTANIKA JOURNAL OF SOCIAL SCIENCES AND HUMANITIES

The rising demand for healthcare services causes an immense strain on healthcare service providers. Due to the ubiquity, real-time interactivity, and multimedia features of the Internet, Virtual Healthcare Consultation (VHC) has emerged as a viable solution for addressing the fast-rising demand for quality and affordable healthcare services. However, the usage of VHC in Malaysia is still relatively new and unpopular. Additionally, not much research has been done on this topic by using the Initial Trust Model as the theoretical foundation. Using the Initial Trust Model as the theoretical foundation, the key objective of this study is to examine the intention to utilise VHC in Malaysia. This research adopted a positive research philosophy and a quantitative research strategy. Primary data was collected from 300 respondents using questionnaires, and the collected data was analysed using SMART PLS and SPSS statistical tools. The research outcome showed that the initial trust variable has a strong positive relationship with intention to use. The structural assurance and propensity to trust variables both have a significant positive impact on the initial trust variable. This research result provides practical implications for VHC providers to strengthen the initial trust level and the intention to use VHC. VHC providers should strengthen structural assurance mechanisms to improve the acceptance of VHC. Furthermore, VHC providers should create and execute focused communication plans for customers in various age groups and those with low trust propensities. Lastly, the research also reinforces the credibility and generalisability of the Initial Trust Model in investigating technology acceptance.