FACTORS INDICATING THE PATIENT PERCEPTION TOWARDS VIRTUAL CONSULTATION IN HEALTHCARE: AN ASSESSMENT THROUGH THE SERVICE QUALITY DIMENSIONS
Abstract
BACKGROUND: The effectiveness of telemedicine and patient satisfaction with telemedicine is becoming increasingly important as a result of the COVID-19 pandemic and the increased use of telemedicine in clinical practice. This study focuses on patients' perceptions of the service quality provided to them and the impact on their satisfaction with the services provided. Because of the COVID-19 pandemic and the increased use of telemedicine in clinical practice, the effectiveness of this modality and patient satisfaction with telemedicine is becoming increasingly important. This study focuses on the perception of the patients in terms of the service quality offered to them and its impact on their satisfaction with the services offered.
MATERIALS & METHOD: We used a cross-sectional design to administer the ServQual dimensions questionnaire to 160 patients who visited telemedicine at least once between September 2021 and December 2022. The survey tool includes two sections: demographic information and patient perception. Questionnaires were sent via??? Email? Administered in person by PI? at random using a random number? software. To achieve the study's objectives, data were summarised using descriptive statistics, and the internal reliability of the ServQual questionnaire was assessed using Cronbach's coefficient alpha. To assess the model's fit, discriminate validity was used. We surveyed 160 patients who visited telemedicine at least once from Sep 2021 to Dec 2022 using the ServQual dimensions questionnaire. A descriptive cross-sectional study was approached. The survey consists of two parts - demographic components and perception of the patients. Questionnaires were distributed at random via software created for the feedback. Data were summarized using descriptive statistics and the internal reliability of ServQual questionnaire was assessed using Cronbach's coefficient alpha to fulfill the objectives of the study. Discriminate validity was applied to check the fitness of the model.
RESULTS: The study findings suggest that the ‘assurance’ provided by hospitals in telemedicine services is the most important aspect of the service quality provided to patients. It is noted that in telemedicine, ‘reliability’ and ‘empathy’ play an important role in service quality. ‘Responsiveness’ has a very minor impact on the service quality provided to respondents. However, patients are not convinced of the ‘tangibility’ in the quality of service provided through telemedicine. Cronbach's alpha (> 0.70) and composite reliability (> 0.70) both confirmed the model's statistical significance and provided strong evidence of internal consistency reliability. The AVE value (0.566 to 0.779), and discriminant validity also confirmed the model fit. The R Square of 0.75, indicates that the model can explain the variation in the dependent variable.
CONCLUSION: The results revealed differences in perceptions of telemedicine patient satisfaction dimensions based on both service quality and patient demographics. as well as insights into their overall impact on telemedicine patient satisfaction. The measurement finds that reliability, assurance, empathy, and responsiveness have a positive impact on patient satisfaction, whereas the telemedicine dimension needs to be improved.
