Medical Teleconsulting Applications: An Empirical Study on Elderly Peoples’ Satisfaction

Katharina Pflügner (), Florijan Hrovat () and Christian Maier ()
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Katharina Pflügner: University of Bamberg
Florijan Hrovat: University of Bamberg
Christian Maier: University of Bamberg

A chapter in Innovation Through Information Systems, 2021, pp 38-54 from Springer

Abstract: Abstract Medical teleconsulting applications improve the accessibility, increase the quality and reduce the costs of healthcare services especially for elderly people. Despite these benefits, such applications are still at an early state of diffusion. As the intention to use teleconsulting applications depends on the users’ satisfaction, we aim to reveal the application features of teleconsulting applications that lead to user satisfaction. Based on the theory of attractive quality, we argue that application features can be classified into different categories, depending on how well they achieve user satisfaction. We identify 17 application features and conduct a quantitative study with 87 elderly people for categorization. The results show how each application feature affects elderly peoples’ satisfaction and dissatisfaction with teleconsulting applications, and we derive recommendations for future teleconsulting application development.

Keywords: Telemedicine; Elderly people; Kano analysis; Theory of attractive quality (TAQ); Application features (search for similar items in EconPapers)
Date: 2021
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Persistent link: https://EconPapers.repec.org/RePEc:spr:lnichp:978-3-030-86790-4_3

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DOI: 10.1007/978-3-030-86790-4_3

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