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| Constructs | Measure items |
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| Online appointment system use(SU) | I Frequently used the online appointment system in the hospital in my previous visits to the hospital. |
| Without the online appointment system, my hospital visits will be inconvenient. |
| Other patients I know are also using the online appointment system. |
|
| Perceived transparency (TM) | With the implementation of online appointment system, I think hospital registration is more open and transparent |
| With the implementation of online appointment system, I think the hospital registration is more open and transparent than before |
|
| Trust in hospital (TH) | Based on my experience, I think the hospital I chose is credible |
| Based on my experience, I think the hospital I chose cares about patients |
| Based on my experience, I think the hospital I chose is trustworthy |
|
| Trust in a doctor (TD) | The doctor I see is competent |
| The doctor I see can do his duty well |
| The doctor I see knows how to provide good service |
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| Patient satisfaction (PS) | When you go to the hospital, are you satisfied with the doctor’s service? |
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| Improvement of doctor-patient relationship (YH) | With the implementation of the online appointment system, I feel I have fewer complaints about the hospital. |
| With the implementation of the online appointment system, I feel the hospital has fewer disputes with patients. |
| With the implementation of the online appointment system, I feel the patient–doctor relationship is as not as tense as before. |
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