Influencing factors of patient satisfaction in teleconsultation: A cross-sectional study

Wei Lu, Hongli Hou, Rui Ma, Haotian Chen, Ran Zhang, Fangfang Cui, Qian Zhang, Yacong Gao, Xinpu Wang, Caihong Bu, Jie Zhao and Yunkai Zhai

Technological Forecasting and Social Change, 2021, vol. 168, issue C

Abstract: The rapid development of teleconsultation is likely to generate demand for its service quality, and patient satisfaction is an essential means by which to measure and improve the quality of medical services. The purpose of this study is to develop a holistic model to investigate and empirically test the antecedents of patient satisfaction in the context of teleconsultation. Based on perceived quality theory, cognitive evaluation theory and the related literature, a theoretical model is proposed to examine the influence of technical quality, functional quality, medical expenses, and patient cognition on patient satisfaction. The empirical data were collected from 459 patients who had participated in and paid for teleconsultation services, and the data were analyzed using structural equation modeling (SEM). The results indicate that technical quality, functional quality, patient cognition and medical expenses positively and significantly contribute to patient satisfaction, and patient cognition plays a moderating role in the relationship between technical quality and patient satisfaction, while medical expenses moderate the relationship between functional quality and patient satisfaction. Our study provides a holistic model to explain the factors that influence patient satisfaction in the teleconsultation setting. It offers important insights for telemedicine managers, contributes to the literature on patient satisfaction in teleconsultation and promotes the development of teleconsultation.

Keywords: Teleconsultation; Patient satisfaction; Influencing factors; Perceived quality; Patient cognition; Medical expenses (search for similar items in EconPapers)
Date: 2021
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (4)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:tefoso:v:168:y:2021:i:c:s0040162521002079

DOI: 10.1016/j.techfore.2021.120775

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