Abstract
In recent years, with the vigorous promotion of the Chinese government, China's telemedicine has achieved rapid growth and development. However, due to its late start, there are still some problems in its development, such as the technical standards are not unified, the service process is not perfect, the operation mode is not perfect, and the service mode is single. These service quality problems significantly affect patient satisfaction and behavioural intention. At present, there is a lack of relevant research on the quality of telemedicine service in China. Therefore, it is of great significance to study the relationship among quality of telemedicine service, performed value, patient satisfaction and behavioural intention, and the role of patient participation to effectively improve quality of telemedicine service, pay attention to the role of patient participation and improve patient satisfaction and patient behavioural intention. In this study, from the perspective of patient perception, we first constructed a theoretical model with perceived value and patient satisfaction as the intermediate variables based on the relevant literature. The quality of telemedicine service directly impacts behavioural intention, and patient participation has a regulatory effect on the quality of telemedicine service and patient satisfaction. Secondly, the corresponding scale and questionnaire were designed. Taking Zhejiang telemedicine centre as the platform, the patients who had received telemedicine consultation as the survey objects. The reliability and validity of the collected questionnaire data were analyzed by AMOS 21.0 and SPSS 21.0 software, and the analysis of variance, structural model analysis and regression analysis were conducted. Finally, it summarizes and analyzes the research results, puts forward suggestions to improve patient satisfaction and behavioural intention, and points out the shortcomings and prospects of the research. The results are as follows: (1) quality of telecommunication service includes five dimensions: tangibility, reliability, assurance, responsibility and emergency; (2) patients with different age, education and distance have significant differences in the perception of each variable; (3) the influence of each dimension of quality of telemedicine service on patient satisfaction, performed value and patient behavioural intention is quite different. Based on the above conclusions, this study puts forward the following suggestions for the sustainable development of telemedicine service: firstly, priority should be considered when improving the quality of telemedicine service; Secondly, we should carry out market segmentation and establish differentiated marketing strategy; Finally, we should pay attention to the role of performed value and patient participation.
Key words: Quality of telemedicine service; Perceived value; Patient satisfaction; Behavioural intention; Patient participation