The Role of Self-Determination Theory in Explaining Patients' Motivation to Continue Using Telemedicine in a Post-Pandemic World

Abstract

COVID-19 has led to a considerable increase in telemedicine use by physicians and patients. However, usage is expected to decline post-pandemic despite the benefits in terms of convenience, reachability, accessibility, and cost. We are investigating antidotes to this supposed decline from the patient’s perspective: Which psychological needs and motivations may increase the patient’s satisfaction with telemedicine and her or his continuance intention? Our research combines the well-known Expectation-Confirmation Model (ECM) from satisfaction research with motivation antecedents and outcomes according to Self-Determination Theory (SDT). We developed and shared a self-administered questionnaire in online health communities. A patient sample (n = 464) participated in the survey. A subsample (n = 151) had experiences with medical teleconsultation or similar medical applications, whereas other patients (n = 313) with teleconsultations in administration, business, or education only. Overall, both subsamples reveal almost the same results. Perceived usefulness (e.g., time-saving and quick access to healthcare treatment) is the most important continuance intention predictor. However, psychological needs from SDT (e.g., perceived competence and perceived relatedness) also determine motivation, satisfaction, and continuance intention. The combination of ECM and SDT appears to lay the foundation for improved research for digitalized healthcare delivery. Further, both subsamples demonstrate high satisfaction with telemedicine. Nevertheless, telemedicine providers and marketers should carefully optimize the patient journey while minimizing patient waiting time and focus on understanding users’ health needs to differentiate their services in the market.