The analysis of the effect of satisfaction on telehealth utilization with a structural equation model

Abstract

BACKGROUND: While COVID-19 has significantly impacted how healthcare is provided, telehealth services with remote access have dramatically reduced the chance of in-person contact and the costs of services for patients with increased healthcare quality. OBJECTIVE: As the COVID-19 is still a very prevalent part of people’s lives, it is critical to examine what factors affect telehealth, impacts the choice of the prominent and efficient healthcare service platform, and utilizes telehealth effectively and efficiently. METHODS: Grounded on the Self-determination theory (SDT), this research analyzes a sample of 142 response data for the effects of access, need, knowledge, and technology skills, on telehealth utilization mediated by satisfaction via Structural Equation Modeling (SEM). RESULTS: The empirical results indicated that telehealth satisfaction significantly increased the use of telehealth services during the pandemic. Meanwhile, the access, needs, and knowledge of telehealth also significantly increase telehealth utilization directly and indirectly through telehealth satisfaction. Additionally, an individual’s technological skill has no significant effect on telehealth use; instead, it can increase telehealth satisfaction, which increases telehealth utilization. CONCLUSION: The study with its theoretical and practical implications may provide researchers and public health officials with new options and strategies for telehealth services regarding the pandemic issue.