IDEAS home Printed from https://ideas.repec.org/a/eee/tefoso/v168y2021ics0040162521002079.html
   My bibliography  Save this article

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

Author

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

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.

Suggested Citation

  • Lu, Wei & Hou, Hongli & Ma, Rui & Chen, Haotian & Zhang, Ran & Cui, Fangfang & Zhang, Qian & Gao, Yacong & Wang, Xinpu & Bu, Caihong & Zhao, Jie & Zhai, Yunkai, 2021. "Influencing factors of patient satisfaction in teleconsultation: A cross-sectional study," Technological Forecasting and Social Change, Elsevier, vol. 168(C).
    • Handle: RePEc:eee:tefoso:v:168:y:2021:i:c:s0040162521002079
    DOI: 10.1016/j.techfore.2021.120775
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0040162521002079
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.techfore.2021.120775?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Jorge Matute‐Vallejo & Rafael Bravo & José M. Pina, 2011. "The influence of corporate social responsibility and price fairness on customer behaviour: evidence from the financial sector," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 18(6), pages 317-331, November.
    2. Salomann, Harald & Dous, Malte & Kolbe, Lutz & Brenner, Walter, 2005. "Rejuvenating Customer Management:: How to Make Knowledge For, From and About Customers Work," European Management Journal, Elsevier, vol. 23(4), pages 392-403, August.
    3. Prathiba Natesan & Dima Hadid & Yara Abou Harb & Eveline Hitti, 2019. "Comparing patients and families perceptions of satisfaction and predictors of overall satisfaction in the emergency department," PLOS ONE, Public Library of Science, vol. 14(8), pages 1-11, August.
    4. Han, Heesup & Hyun, Sunghyup Sean, 2015. "Customer retention in the medical tourism industry: Impact of quality, satisfaction, trust, and price reasonableness," Tourism Management, Elsevier, vol. 46(C), pages 20-29.
    5. Sánchez-Infante Hernández, Juan Pablo & Yañez-Araque, Benito & Moreno-García, Juan, 2020. "Moderating effect of firm size on the influence of corporate social responsibility in the economic performance of micro-, small- and medium-sized enterprises," Technological Forecasting and Social Change, Elsevier, vol. 151(C).
    6. W. Saris & J. Batista-Foguet & G. Coenders, 2007. "Selection of Indicators for the Interaction Term in Structural Equation Models with Interaction," Quality & Quantity: International Journal of Methodology, Springer, vol. 41(1), pages 55-72, February.
    7. Gentile, Chiara & Spiller, Nicola & Noci, Giuliano, 2007. "How to Sustain the Customer Experience:: An Overview of Experience Components that Co-create Value With the Customer," European Management Journal, Elsevier, vol. 25(5), pages 395-410, October.
    8. Walsh, Gianfranco & Shiu, Edward & Hassan, Louise M. & Michaelidou, Nina & Beatty, Sharon E., 2011. "Emotions, store-environmental cues, store-choice criteria, and marketing outcomes," Journal of Business Research, Elsevier, vol. 64(7), pages 737-744, July.
    9. Verhoef, Peter C. & Lemon, Katherine N. & Parasuraman, A. & Roggeveen, Anne & Tsiros, Michael & Schlesinger, Leonard A., 2009. "Customer Experience Creation: Determinants, Dynamics and Management Strategies," Journal of Retailing, Elsevier, vol. 85(1), pages 31-41.
    10. Jiang Wu & Shengchao Zhang & Huiqing Chen & Yingyu Lin & Xiaoxin Dong & Xiaoxu Yin & Zuxun Lu & Shiyi Cao, 2016. "Patient Satisfaction with Community Health Service Centers as Gatekeepers and the Influencing Factors: A Cross-Sectional Study in Shenzhen, China," PLOS ONE, Public Library of Science, vol. 11(8), pages 1-9, August.
    11. Chebat, Jean-Charles & Michon, Richard, 2003. "Impact of ambient odors on mall shoppers' emotions, cognition, and spending: A test of competitive causal theories," Journal of Business Research, Elsevier, vol. 56(7), pages 529-539, July.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Wei Lu & Yunkai Zhai, 2022. "Self-Adaptive Telemedicine Specialist Recommendation Considering Specialist Activity and Patient Feedback," IJERPH, MDPI, vol. 19(9), pages 1-22, May.
    2. Chauhan, Ankur & Jakhar, Suresh Kumar & Jabbour, Charbel Jose Chiappetta, 2022. "Implications for sustainable healthcare operations in embracing telemedicine services during a pandemic," Technological Forecasting and Social Change, Elsevier, vol. 176(C).
    3. Zhang, Mengdan & Zhang, Chonghui & Shi, Qiule & Zeng, Shouzhen & Balezentis, Tomas, 2022. "Operationalizing the telemedicine platforms through the social network knowledge: An MCDM model based on the CIPFOHW operator," Technological Forecasting and Social Change, Elsevier, vol. 174(C).

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Alev Kocak Alan & Ebru Tumer Kabadayi & Cengiz Yilmaz, 2016. "Cognitive and affective constituents of the consumption experience in retail service settings: effects on store loyalty," Service Business, Springer;Pan-Pacific Business Association, vol. 10(4), pages 715-735, December.
    2. Terblanche, Nic S., 2018. "Revisiting the supermarket in-store customer shopping experience," Journal of Retailing and Consumer Services, Elsevier, vol. 40(C), pages 48-59.
    3. Silvia Cachero-Martínez & Rodolfo Vázquez-Casielles, 2018. "Developing the Marketing Experience to Increase Shopping Time: The Moderating Effect of Visit Frequency," Administrative Sciences, MDPI, vol. 8(4), pages 1-21, November.
    4. Dennis, Charles & Joško Brakus, J. & Gupta, Suraksha & Alamanos, Eleftherios, 2014. "The effect of digital signage on shoppers' behavior: The role of the evoked experience," Journal of Business Research, Elsevier, vol. 67(11), pages 2250-2257.
    5. Cachero-Martínez, Silvia & Vázquez-Casielles, Rodolfo, 2021. "Building consumer loyalty through e-shopping experiences: The mediating role of emotions," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
    6. Anninou, Ioanna & Foxall, Gordon R., 2019. "The reinforcing and aversive consequences of customer experience. The role of consumer confusion," Journal of Retailing and Consumer Services, Elsevier, vol. 51(C), pages 139-151.
    7. Paul MUKUCHA & Divaries Cosmas JARAVAZA & Forbes MAKUDZA, 2022. "Towards Gender-Based Market Segmentation: The Differential Influence of Gender on Dining Experiences in the University Cafeteria Industry," Management and Economics Review, Faculty of Management, Academy of Economic Studies, Bucharest, Romania, vol. 7(2), pages 182-200, June.
    8. Gasparin, Isadora & Panina, Ekaterina & Becker, Larissa & Yrjölä, Mika & Jaakkola, Elina & Pizzutti, Cristiane, 2022. "Challenging the "integration imperative": A customer perspective on omnichannel journeys," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    9. Rouxelle de Villiers, 2017. "Experiences that Make Consumers Think: Cognitive Experiences," International Journal of Business and Economics, School of Management Development, Feng Chia University, Taichung, Taiwan, vol. 16(2), pages 177-179, December.
    10. Söderlund, Magnus & Sagfossen, Sofie, 2017. "The consumer experience: The impact of supplier effort and consumer effort on customer satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 39(C), pages 219-229.
    11. Waqas, Muhammad & Salleh, Noor Akma Mohd & Hamzah, Zalfa Laili, 2021. "Branded Content Experience in Social Media: Conceptualization, Scale Development, and Validation," Journal of Interactive Marketing, Elsevier, vol. 56(C), pages 106-120.
    12. Barnes, Stuart J. & Mattsson, Jan & Sørensen, Flemming, 2014. "Destination brand experience and visitor behavior: Testing a scale in the tourism context," Annals of Tourism Research, Elsevier, vol. 48(C), pages 121-139.
    13. Sørensen, Flemming & Jensen, Jens Friis, 2015. "Value creation and knowledge development in tourism experience encounters," Tourism Management, Elsevier, vol. 46(C), pages 336-346.
    14. DUMITRESCU Luigi & STANCIU Oana & TICHINDELEAN Mihai & VINEREAN Simona, 2012. "The Importance Of Establishing Customer Experiences," Studies in Business and Economics, Lucian Blaga University of Sibiu, Faculty of Economic Sciences, vol. 7(1), pages 56-61, April.
    15. Asad Ullah & Wang Aimin & Mansoora Ahmed, 2018. "Smart Automation, Customer Experience and Customer Engagement in Electric Vehicles," Sustainability, MDPI, vol. 10(5), pages 1-11, April.
    16. Carreira, Rui & Patrício, Lia & Natal Jorge, Renato & Magee, Chris & Van Eikema Hommes, Qi, 2013. "Towards a holistic approach to the travel experience: A qualitative study of bus transportation," Transport Policy, Elsevier, vol. 25(C), pages 233-243.
    17. Serap Turkyilmaz & Erkut Altindað, 2022. "Analysis of Smart Home Systems in the Context of the Internet of Things in Terms of Consumer Experience," International Review of Management and Marketing, Econjournals, vol. 12(1), pages 19-31.
    18. Rather, Raouf Ahmad & Hollebeek, Linda D., 2021. "Customers’ service-related engagement, experience, and behavioral intent: Moderating role of age," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
    19. Ittamalla, Rajesh & Srinivas Kumar, Daruri Venkata, 2021. "Determinants of holistic passenger experience in public transportation: Scale development and validation," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
    20. Carlson, Jamie & O’Cass, Aron & Ahrholdt, Dennis, 2015. "Assessing customers’ perceived value of the online channel of multichannel retailers: A two country examination," Journal of Retailing and Consumer Services, Elsevier, vol. 27(C), pages 90-102.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:tefoso:v:168:y:2021:i:c:s0040162521002079. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.sciencedirect.com/science/journal/00401625 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.