Exploring users' willingness to disclose personal information in online healthcare communities: The role of satisfaction

Abstract

To save time and reduce treatment costs, an increasing number of people are seeking medical services from online healthcare platforms. However, individuals face many threats when using online healthcare services, such as leaking private medical information. This study focuses on users' privacy concerns on how their satisfaction affects their willingness to disclose personal information. The study explores the relationships amongst the factors, the security control of the platform, perceived usefulness, information sensitivity, privacy concerns in platforms, patients' satisfaction, trust, and disclosure intention using a survey approach. The results indicate that concerns about online healthcare platforms negatively influence satisfaction. Patients' trust in the platform positively influences their willingness to disclose by improving their satisfaction. Satisfaction is key to improving patients' disclosure intention. The findings offer a better understanding of patients' information disclosure intention from the perspective of satisfaction and help online healthcare communities to strengthen the doctor–patient relationship.