Analysis of Service Quality Factors Affecting Patient Satisfaction in mHealth Teleconsultation
Oristania Wahyu Nabasya, Putu Wuri Handayani, Nabila Clydea Harahap · 2024
The use of mobile health (mHealth) technology enables patients to conduct teleconsultations with doctors without having to visit healthcare facilities in person. However, patient satisfaction with these services remains a crucial issue that needs further analysis. This study aims to analyze the factors of service quality that influence patient satisfaction in the use of mHealth applications for teleconsultation. Using the Service Quality model this study explores three main dimensions: system quality, interaction quality, and information quality, and their impact on patient satisfaction. To investigate these aspects, the researcher collected quantitative data through questionnaires completed by 421 respondents and qualitative data through interviews with sixteen respondents. The quantitative data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM), while the qualitative data were analyzed using content analysis. The results show that system quality, interaction quality, and information quality play a crucial role in enhancing patient satisfaction. These findings provide implications for mHealth service providers in Indonesia to increase patient satisfaction.