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| First-level indexes | Second-level indexes | Third-level indexes | Connotation of third-level indexes |
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| Evaluation indexes of users’ own influencing factors | Security awareness | Physical fitness awareness | The user’s degree of security awareness regarding the protection of their physical health |
| Information security awareness | The user’s degree of security awareness regarding the protection of the security of their personal information |
| Property security awareness | The user’s degree of security awareness regarding the protection of the security of their personal property |
| Knowledge and experience | Domain knowledge | The user’s domain knowledge reserve, such as their scope of consultation knowledge, knowledge of related drugs, healthcare products, or diseases |
| Security experience | The user’s experience and richness of habits in online medical consultation will affect the security of their access to information |
| Security information ability | Ability to search for security information | The user’s ability to view information about online medical consultation in a variety of secure ways |
| Ability to express security information | The user’s ability to express information related to online medical consultation in various safe ways (including current illnesses or other medical problems such as medication dosage, medication precautions, drug interactions, adverse drug reactions, and Chinese medicine decoction) |
| Ability to select security information | The user’s ability to securely select information about their online medical consultation |
| Ability to understand security information | The user’s ability to understand information related to online medical consultation in a secure manner |
| Ability to adopt security information | The user’s ability to safely adopt information related to online medical consultation |
| Emotional tendency | Attitude tendency | The user’s identification with and attitudes toward the use of online medical consultation |
| Reaction tendency | The tendency by users to seek convenience and blindly follow the crowd in online medical consultation |
| Self-disease status | Disease urgency | The degree of urgency of the user’s illness during online medical consultation |
| Disease type | The disease type of the user during online medical consultation |
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| Evaluation indexes of other personnel’s influencing factors | Physician influencing factors | Doctor communication mode | The physician communicates with the user in real time or in a delayed manner (often in the form of a graphic interview) |
| Number of doctor communications | The frequency of communication between doctors and users during online medical consultation |
| Non-physician influencing factors | Online personnel evaluation situation | Comments made by users and patients with similar diseases to doctors on online medical consultation platforms |
| Offline personnel evaluation situation | Friends’ opinions regarding online medical consultation |
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| Evaluation indexes of environmental influencing factors | Consultation environment influencing factors | Consultation form | This refers mainly to the form of consultation in the consultation environment, which can be divided into graphic consultation, voice consultation, and video consultation and can also be divided into free consultations and paid consultations |
| Quality of consultation information | This is mainly reflected in the quality of content and collection and expression of consultation feedback information.
Content quality refers to the objectivity and correctness of consultation feedback information (suggestions or prescriptions). Objectivity is the doctor’s objective and scientific analysis of the user’s condition or other problems, setting personal feelings and prejudices aside; correctness means that the feedback provided by the doctor should conform to medical industry norms and standards.
Collection quality refers to the relevance and completeness of consultation feedback information. Relevance means that the feedback provided by the doctor is closely related to the condition or other problems described by the user; completeness means that the feedback provided by the doctor includes all content related to the user’s condition or other problems.
The quality of expression refers to the timeliness and ease of understanding of the feedback information of the consultation. Timeliness means that doctors should respond to users as soon as possible; ease of understanding means that the feedback provided by the doctor should be easy for the user to understand.
Thus, it is helpful for users to understand or adopt feedback information safely and correctly. |
| Consultation platform guidance | This mainly refers to the guidance function provided by the platform for users to express information safely and quickly in the consultation environment |
| Non-consultation environment influencing factors | Policy support | This mainly refers to the provision, support, encouragement, and supervision of current national policies for online medical consultation; the degree of support may affect users’ safe choices or adoption behaviors |
| Technical support | The network system shall maintain continuous, reliable, and normal operation, which means that users shall not experience unsafe behaviors due to network or payment failures |
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