4차 산업혁명 시대 ICT 기술발달에 힘입어 점진적인 시장 확대를 보이던 기술기반 셀프서비스는 COVID-19 확산 이후 비대면 중심으로 빠르게 재편된 서비스 시장의 중심으로 떠올랐다. 의료분야 역시 ICT 결합을통한 스마트 헬스케어를 중심으로 의료산업의 품질 개선과 비용 감소(Agarwa, Gao, DesRoches & JHa, 2010), 빅데이터를 이용한 예방 및 관리 중심의 의료 서비스가 가능할 전망이다(지대범·최정일·김용희, 2018). 기술기반 셀프서비스는 고객과 종업원의 상호작용이 아닌 기술과 고객의 상호작용을 통한 서비스창출(Bitner, Brown & Meuter, 2000)로 ICT 기반의 매체를 통해 고객이 직접 서비스를 창출·소비하는 것이다. 웨어러블 기기(Wearable device) 같은 스마트 헬스케어 제품들은 기술기반 셀프서비스의 매체로 분류되고있으나, 셀프서비스 관점에서 스마트 헬스케어를 분석한 실증연구는 연구 미진한 상태이다. 본 연구에서는 첫째, ICT 기술력을 기반으로 하는 ICT 융합 서비스에 해당하는 스마트 헬스케어 서비스를기술기반 셀프서비스의 세부 분야로 선정하고, 둘째, 스마트 헬스케어에 대한 고객의 기대 품질을 정의하고, 마지막으로 스마트 헬스케어 서비스 품질 수용 여부 및 이용의도 간의 인과관계를 분석하기 위해 Venkatesh의확장된 통합기술수용모형(UTAUT2)을 활용하여 기술기반 셀프서비스 관점에서 바라본 스마트 헬스케어이용의도에 관한 실증연구를 진행하였으며, 그 결과 스마트 헬스케어 서비스의 주요 품질을 확인하고실증분석을 통하여 요인들 간의 영향관계를 분석하였다. 설문 조사 결과 성별이나 최종 학력에 따른 응답자사이에 유의한 차이는 없었으나, 전문직 종사자들은 주변 사람들이 스마트 헬스케어 서비스를 이용하고 있는빈도가 그렇지 않은 집단에 비해 높았다. 스마트 헬스케어 서비스에 대한 주관적인 서비스 기대 요인과 동기가이용의도에 긍정적인 영향을 미치는 것을 확인하였으며, 응답자들은 건강관리에 대한 기대와 욕구가 높은것으로 나타났으며, 스마트 헬스케어가 유용하고 정보보호에 대한 확신을 줄 때 이용의도가 증가하는 것을확인할 수 있었다. 본 연구는 헬스케어 시장의 서비스 품질 개선 및 개발 전략에 도움이 될 것으로 기대한다.

In the era of the 4th Industrial Revolution, technology-based self-service, fueled by the development of ICT technology, has emerged as the center of the non-face-to-face service market since the COVID-19 era. Technology-based self-service is allowing customers to get a service without interaction with service providers of ICT based (Bitner, Brown & Meuter, 2000), in which customers directly create and consume services using Information and Communication Technology. Smart healthcare combined with information and communication technology (ICT) contributes to quality improvement and cost reduction in the medical industry (Agarwal, Gao, DesRoches & Jha, 2010), and will be an important key to future medical markets of medical services such as healthcare, preventive medical care. Medical care services are also one of the ICT-combined service fields, and it is continuously growing and centered on smart healthcare. Through smart healthcare, it is possible to improve the quality of the medical industry, reduce costs, and provide preventive and management-oriented medical services using big data and wearable devices. Smart healthcare products such as wearable devices are already classified as a type of technology-based self-service, but empirical research analyzing smart healthcare from the self-service perspective is lacking. In this study, first, smart healthcare service corresponding to ICT convergence service is selected as a detailed field of technology-based self-service. Second, it defines the expected quality of customers for smart healthcare. Finally, the causal relationship between acceptance of smart healthcare service quality and intention to use is analyzed. For causal analysis, Venkatesh's extended UTAUT2 (Unified Theory of Acceptance and Use of Technology) model was used to conduct an empirical analysis of the intention to use smart healthcare from the technology-based self-service point of view. As a result of the study, it was confirmed that subjective service expectations and motives for smart healthcare services had a positive effect on the intention to use, and that intention to use increased when smart healthcare is useful and gives confidence in information protection to customers. The study conducted a survey for statistical analysis and analyzed 204 samples using an analysis package. For statistical analysis, confirmation factor analysis, and reliability of the measured variable, discriminately validity was performed. The survey was conducted targeting adults residing in Korea. However, the elderly were excluded from the survey. Because of older adults; expectations for healthcare may differ from other adults. The demographic characteristics are 47.5% male, 52.5% female, 36.8% in their 20s, 34.3% in their 30s, 19.1% in their 40s, and the rest in their 50s. Customers who want to be able to record their health status with smart healthcare were 163 people, which was more than 190 people to record exercise results. Overall, survey respondents had a high desire to manage their health using smart healthcare devices. As a result of statistical analysis, there was no significant difference between respondents by gender or final educational background. But, professionals were affected by the use of healthcare devices by people around them. The survey respondents showed high expectations and desires for health care, and there was no significant difference between respondents according to gender or final education level, but the frequency of using smart healthcare services by professionals was relatively high. We expect that the results of this study will be helpful for service quality improvement and development strategies in the healthcare market. This work was supported by the Ministry of Education of the Republic of Korea and the National Research Foundation of Korea(NRF-2021S1A5B5A17050825)

Smart-healthcare, Service quality, ICT, Technology-based self-service, technology acceptance, UTAUT2