The role of perceived telemedicine quality in enhancing patient satisfaction during the COVID-19 pandemic: The mediation of telemedicine satisfaction

Abstract

Adopting telemedicine helped countries manage COVID-19, but it comes with several concerns including how to analyze the degree of patient satisfaction. This research explores the use of healthcare technologies to improve patient satisfaction in the Democratic Republic of Congo (DRC) during the COVID-19 pandemic. This study aims to examine the effect of perceived telemedicine quality on patient satisfaction mediated by telemedicine satisfaction. Data was drawn from 384 responses. Data analysis was conducted utilizing PLS-SEM. The results indicate that perceived telemedicine quality has a direct effect on patient satisfaction and telemedicine satisfaction. Telemedicine satisfaction has a direct effect on patient satisfaction. Also, telemedicine satisfaction was found to have a significant mediation effect between perceived telemedicine quality and patient satisfaction. Overall, using healthcare technologies improved patient satisfaction in the DRC. Implementing educational initiatives to improve patients' and healthcare providers' digital literacy is recommended, particularly in underprivileged and rural regions. This will enable individuals to use healthcare technology, understand its benefits, and navigate the platforms. Additionally, continuous education will ensure that healthcare providers stay informed of the most recent developments and are skilled in applying them for patient care.