Online Medical Consultation Research Articles

Evaluating the impact of a specialized and centralized online medical consultation system for paramedics: pilot study.

There are many limitations to utilizing on-duty emergency department (ED) physicians as Base Hospital Physicians for paramedic telephone consultations. We aimed to examine the impact of a specialized and centralized Online Medical Consultation program for paramedic consultations on system-relevant performance. This is a before-after study with concurrent control using health record review of audio recordings over a 6-month period before and after implementation of the Online Medical Consultation program. The primary outcome was the duration of paramedic consultation calls. The secondary outcomes included number of calls with orders that contradicted existing medical directives, number of calls with orders outside of paramedic scope of practice, number of calls with Base Hospital Physician requiring clarification on medical directives, and number of calls with Base Hospital Physician interrupting the paramedic during the call. We included 220 consultation calls. The patients' mean age was 54.5years. Most consultation calls (70.5%) were for mandatory consultations and 22.7% were voluntary. Most consultations were related to cardiac arrest (43.6%), combative patients (15.0%), and analgesia (13.6%). Before-after comparisons for total call duration showed that mean call duration decreased in Ottawa from 4:28 to 4:05min (p = 0.77) and decreased in Kingston from 4:50 to 4:13min (p = 0.49). There were no significant differences in our secondary outcomes. The Online Medical Consultation program was implemented and removed the responsibility of responding to online medical consultations for on-duty emergency physicians in Ottawa. The total call duration was not significantly different between groups. Additional time intervals and adherence to protocol benefits were also not statistically significant due to low baseline incidence.

The Evaluation of Online Medical Consultation Use in Pediatric Out-of-Hospital Cardiac Arrest

Objectives Our study details Online medical consultation (OLMC) usage for Pediatric out-of-hospital cardiac arrest (P-OHCA), including proportion of P-OHCA utilizing OLMC, the characteristics of cases using OLMC, the types of information exchanged during OLMC calls, and the outcomes in patients where Emergency Medical Services (EMS) contacted OLMC. Methods The study included P-OHCA patients treated by EMS agencies participating in the regional cardiac registry with total catchment population of approximately 1.5 million residents. We reviewed linked calls and EMS charts for P-OHCA cases treated from January 1st, 2018 through December 31st, 2022. Results In total, 112 cases from January 2018 to December 2022 were included in the final analysis. Twenty-two out of 112 utilized OLMC with a mean time from 9-1-1 call to OLMC of 28.8 min. The no OLMC group had a significantly higher transport rate than OLMC group as well as higher percentages of ROSC at any time and ROSC upon arrival at the ED. Both survival to admission and survival to discharge were more prevalent in the no OLMC group, while there were no instances of survival to discharge in the OLMC group. During the calls, the discussion of crucial prognostic factors, including witness status, initial rhythm, ETCO2, and arrest duration, appears inconsistent. Conclusions Pediatric-OHCA cases with OLMC tend to contact OLMC late in the resuscitation, have poor prognostic factors, and have poor survival outcomes. The information exchanged during OLMC calls was highly variable, representing a clear opportunity for improvement. Future studies should explore the potential effect of early OLMC contact on patient outcomes and if a standardized template for OLMC data exchange improves consistency in recommendations for P-OHCA.

The impact of knowledge incompatibility and communication style differences on patients’ perceived value of online medical consultations

The impact of knowledge incompatibility and communication style differences on patients’ perceived value of online medical consultations

A Systematic Review of Online Medical Consultation Research.

Online medical consultation is a form of medical service that facilitates interactions between patients and doctors online, offering significant utility and value. This review aims to retrieve, screen, and analyze articles related to online medical consultations, formulating a theoretical framework and proposing future research directions. According to PRISMA guidelines, a systematic search was conducted in Web of Science, EBSCO, ScienceDirect, PubMed, and Scopus, retrieving a total of 4072 English records on 16 December 2023. After rigorous screening, 75 articles were included in this review. Among these, 8 articles focused on patients utilizing online medical consultation platforms, 5 on doctors participating in online medical platforms, 18 on patients' choice of doctors, 12 on doctors providing services, 7 on online reviews of patients, 14 on service quality for patients, 8 on rewards to doctors, and 11 on the spillover effect between online and offline services. These themes comprise the theoretical framework of the starting point, process, and outcomes of the online medical consultation system, providing a comprehensive understanding of the field and a foundation for future research.

Unleashing the Potential of Internet Hospitals: An In-Depth Examination of Information Platform Functionality and Performance.

Internet hospitals (IHs) have rapidly developed as a promising strategy to address supply-demand imbalances in China's medical industry, with their capabilities directly dependent on information platform functionality. Moreover, a novel theory of "Trinity" smart hospital has provided advanced guidelines of IHs construction. To explore the construction experience, construction models, and development prospects based on operational data from IHs. Based on existing information systems and internet service functionalities, our hospital has built a "Smart Hospital Internet Information Platform (SHIIP)" for IHs operation, actively to expand online services, digitalize traditional healthcare, and explore healthcare services modes throughout the entire process and lifecycle. This article encompasses the platform architecture design, technological applications, patient service content and processes, healthcare professional support features, administrative management tools, and associated operational data. Our platform has presented a remarkable set of data, including 82,279,669 visits, 420,120 online medical consultations, 124,422 electronic prescriptions, 92,285 medication deliveries, 6,965,566 pre-diagnosis triages, 4,995,824 offline outpatient appointments, 2,025 medical education articles with a total of 15,148,310 views, and so on. These data demonstrate the significant role of IH as an indispensable component of our physical hospital services, with a deep integration between online and offline healthcare systems. Attributing to extreme convenience and improved efficiency, our IH has achieved a wide recognition and use from both the public and healthcare workers, and the upward trends in multiple data metrics suggest a promising outlook for its sustained and positive development in the future. Our pioneering exploration holds tremendous significance and serves as a valuable guiding reference for IHs construction and the progressive development of the internet healthcare sector.

Novel Approach to Personalized Physician Recommendations Using Semantic Features and Response Metrics: Model Evaluation Study.

The rapid growth of web-based medical services has highlighted the significance of smart triage systems in helping patients find the most appropriate physicians. However, traditional triage methods often rely on department recommendations and are insufficient to accurately match patients' textual questions with physicians' specialties. Therefore, there is an urgent need to develop algorithms for recommending physicians. This study aims to develop and validate a patient-physician hybrid recommendation (PPHR) model with response metrics for better triage performance. A total of 646,383 web-based medical consultation records from the Internet Hospital of the First Affiliated Hospital of Xiamen University were collected. Semantic features representing patients and physicians were developed to identify the set of most similar questions and semantically expand the pool of recommended physician candidates, respectively. The physicians' response rate feature was designed to improve candidate rankings. These 3 characteristics combine to create the PPHR model. Overall, 5 physicians participated in the evaluation of the efficiency of the PPHR model through multiple metrics and questionnaires as well as the performance of Sentence Bidirectional Encoder Representations from Transformers and Doc2Vec in text embedding. The PPHR model reaches the best recommendation performance when the number of recommended physicians is 14. At this point, the model has an F1-score of 76.25%, a proportion of high-quality services of 41.05%, and a rating of 3.90. After removing physicians' characteristics and response rates from the PPHR model, the F1-score decreased by 12.05%, the proportion of high-quality services fell by 10.87%, the average hit ratio dropped by 1.06%, and the rating declined by 11.43%. According to whether those 5 physicians were recommended by the PPHR model, Sentence Bidirectional Encoder Representations from Transformers achieved an average hit ratio of 88.6%, while Doc2Vec achieved an average hit ratio of 53.4%. The PPHR model uses semantic features and response metrics to enable patients to accurately find the physician who best suits their needs.

Online Medical Consultation Service-Oriented Recommendations: Systematic Review.

Online health communities have given rise to a new e-service known as online medical consultations (OMCs), enabling remote interactions between physicians and patients. To address challenges, such as patient information overload and uneven distribution of physician visits, online health communities should develop OMC-oriented recommenders. We aimed to comprehensively investigate what paradigms lead to the success of OMC-oriented recommendations. A literature search was conducted through e-databases, including PubMed, ACM Digital Library, Springer, and ScienceDirect, from January 2011 to December 2023. This review included all papers directly and indirectly related to the topic of health care-related recommendations for online services. The search identified 611 articles, of which 26 (4.3%) met the inclusion criteria. Despite the growing academic interest in OMC recommendations, there remains a lack of consensus among researchers on the definition of e-service-oriented recommenders. The discussion highlighted 3 key factors influencing recommender success: features, algorithms, and metrics. It advocated for moving beyond traditional e-commerce-oriented recommenders to establish an innovative theoretical framework for e-service-oriented recommenders and addresses critical technical issues regarding 2-sided personalized recommendations. This review underscores the essence of e-services, particularly in knowledge- and labor-intensive domains such as OMCs, where patients seek interpretable recommendations due to their lack of domain knowledge and physicians must balance their energy levels to avoid overworking. Our study's findings shed light on the importance of customizing e-service-oriented personalized recommendations to meet the distinct expectations of 2-sided users considering their cognitive abilities, decision-making perspectives, and preferences. To achieve this, a paradigm shift is essential to develop unique attributes and explore distinct content tailored for both parties involved.

What Encourages Patients to Recommend Their Doctor After an Online Medical Consultation? The Influence of Patient-Centered Communication, Trust, and Negative Health Information Seeking Experiences

ABSTRACT The doctor-patient relationship in China has become increasingly tense, with patients lacking trust in doctors. Meanwhile, online healthcare flourished, accelerated by the COVID-19 pandemic. This study utilized the direct and indirect pathway model of clinician-patient communication to health outcomes and online trust theory to examine the associations between online patient-centered communication (OPCC), benevolence and ability trust in doctors, negative online health information seeking experiences, and willingness to recommend doctors. The findings revealed that benevolence and ability trust mediated the relationship between OPCC and willingness to recommend doctors. Additionally, when participants had a high level of negative online health information seeking experiences, OPCC had a stronger effect on ability trust; meanwhile, the mediation effect of ability trust between the relationship of OPCC and willingness to recommend was stronger. This study also discussed theoretical and practical implications.

Online Self-Presentation by Traditional Chinese Medicine and Western Medicine Medical Professionals in China

ABSTRACT Despite increasing research that examines language features of online medical consultation (OMC) conversations in China, limited attention has been directed to how medical professionals purposefully present themselves in their biographies on OMC websites, an emerging genre of health communication, with even fewer comparative studies on traditional Chinese medicine (TCM) and Western medicine (WM) medical professionals in this regard. To fill these gaps, this study compares the personal claims and self-presentational strategies used in TCM and WM medical professionals’ biographies on a Chinese OMC website. It is found that while Chinese TCM and WM medical professionals present themselves in similar ways, they also demonstrate some important differences. The similarities may be driven by their shared goal of building trust in the OMC context, whereas the differences may be ascribed to TCM-WM differences in clinical philosophies, education histories, clinical cultures, and medical practices.

Restricted health service utilization and subsequent positive self-care behavior during the early COVID-19 pandemic in China.

The reallocation of health resources, epidemic prevention and control measures during the COVID-19 pandemic triggered widespread restricted health service utilization, some residents and patients tried positive self-care behavior to maintain their health, yet the efficacy of this intervention remains unclear. Based on the reasoned action approach (RAA) theory, this study aimed to investigate the correlation between self-care behavior and restricted health service utilization among adults in China, trying to discover the vulnerable groups and external and intrinsic factors that affect self-care behavior among Chinese adults. Data on demographics, socioeconomic, health status, and self-care behavior were collected in "The Early China COVID-19 Survey," a cross-sectional anonymous online survey of the general population in China. Self-care behavior was measured by four indicators: weight control (WC), physical activity (PA), prevention behavior (PB), and online medical consultation (OMC). The multiple linear models and binary logistic regression were used to examine whether restricted health service utilization (RHSU) is associated with self-care behaviors; also, adjusted multivariate logistic regression was used to analyze subgroup heterogeneity. In total, 8,428 adult participants completed the survey, the mean OMC score was 1.51 (SD 1.34), the mean PB score was 18.17 (SD 3.44), and the proportion of participants who engaged in WC and PA was 42.30 and 62.57%, respectively. According to the multiple regression model, the RHSU was significantly positively correlated with all four indicators of self-care (WC: OR = 1.34, p < 0.001, PA: OR = 1.34, p < 0.05, MC: OR = 1.30, p < 0.001, PB: coef = 0.16, p < 0.05). We also observed some significant differences in the intensity of this relationship by subgroup analysis, precisely, OMC (high vs. moderate vs. low infection-risk level: OR = 1.48; 1.41; 1.19, p < 0.1), PA (male vs. female: OR = 1.27;1.06; p < 0.05, high vs. Moderate and low infection-risk level: OR = 1.51; 1.17; 1.02, p < 0.05), PB (Chronic disease groups vs. no: coef = 0.46; 0.1, p < 0.05). Restricted health service utilization predicts more positive self-care behavior, and the intensity of partial correlation was significantly different in the subgroups of sex, actual infection risk level of the living area, and chronic diseases. These findings highlight the urgent demand for self-care behavior among Chinese adults during the pandemic and provide new insights for developing self-care and reducing the burden on the healthcare system in the long term.

Online health information seeking, health anxiety and cyberchondria among men who engage in sexual risk taking: The mediating role of medical consultation about HIV/AIDS

AbstractThe rapid development of electronic communication technology has brought about a revolutionary transformation in health information seeking and medical consultation. Beyond traditional avenues like seeking assistance from doctors in hospitals, individuals now have the option to engage in online medical consultations, enhancing their ability to manage routine health effectively. However, an overreliance on online medical consultations driven by heightened health anxiety may contribute to the surge in online health information inquiries, a phenomenon positively associated with the emergence of cyberchondria. In the context of China, where HIV/AIDS is socially stigmatised, cyberchondria related to HIV infection becomes particularly noteworthy. This study delves into the potential consequences of online health information seeking (OHIS) with a specific focus on Kongai BBS, a platform catering for individuals with a fear of AIDS. Our research collected data from 309 male users actively participating in the BBS, who had engaged in high‐risk sexual behaviours in the past 6 months. Applying structural equation modelling (SEM), this study examines the intricate relationships between OHIS, health anxiety, online and offline medical consultations, and cyberchondria. The results indicate that online medical consultation serves as a mediator in the relationship between OHIS and cyberchondria, whereas offline medical consultation does not significantly impact this relationship. These findings contribute valuable insights into the interactive dynamics between online and offline medical consultations, offering practical implications for the prevention of HIV infection in China. Please refer to the Supplementary Material section to find this article's Community and Social Impact Statement.

Can ChatGPT provide health information as physicians do? Preliminary findings from a cross-sectional study of online medical consultation

Introduction. ChatGPT has shown promise in medical consultation. This paper presents the preliminary findings of evaluating the capability of ChatGPT in responding to real-world patient questions from a patient point of view, using physician responses as a benchmark. Method. 24 patient questions and physician responses were collected from a Chinese professional medical consultation platform. The corresponding ChatGPT responses were also collected. Five evaluators without medical background were given the patient questions and responses from both sources in random order. Evaluations were made in terms of the quality and presented empathy of collected responses. Analysis. Evaluation scores were analysed using descriptive statistical method. Results. Preliminary findings demonstrated that ChatGPT could be considered as a dependable source for acquiring useful health information. However, it was not able to present the feeling of empathy to patients compared with human physicians. Conclusion. We recommend that physicians consider utilizing ChatGPT as a supplementary information source when addressing general medical consultations to improve the experience of seeking medical information for patients.

“It’s nothing serious, take it easy”

Abstract Prior studies have focused on the prevalence, causes and impacts of patients’ negative emotions during doctor-patient communication. However, to date, there is a paucity of research focusing on doctors’ emotion-regulating strategies and their effects on online medical consultation (OMC). In this connection, drawing on the concept of extrinsic emotion regulation, this paper analyzes empirically the doctors’ strategies in regulating patients’ emotions and examines the effects based on data from Dingxiang Yisheng, one of the largest online medical consultation platforms in China. It is found that doctors deploy extensive discourse of relational work and diagnosis to regulate patients’ negative emotions. Comments from patients not only reveal the effectiveness of doctors’ strategies in alleviating negative emotions but also showcase that patients attribute the relief of their emotions to doctors’ expertise, attitude, response speed, and communication skills. All these findings contribute to theoretical insights into emotion regulation and have practical implications for online doctor-patient communication.

Usage and limitations of medical consultation with patients’ families using online video calls: a prospective cohort study

BackgroundFew studies have been conducted on the usage of telehealth focusing on consultations between patients’ families and physicians. This study aimed to identify the usage and limitations of online medical consultations with patients’ families compared to the traditional in-person consultations.MethodsWe conducted a prospective cohort study from April 1, 2020, to September 30, 2021, at an educational acute-care hospital in Japan. The study included hospitalized patients aged 20 years or older and their family members for whom an online or in-person medical consultation between the family member and physician was conducted during the hospitalization period. The primary endpoints assessed were three topics pertaining to medical consultation: medical conditions and treatment plans, policies for life-threatening events, and post-discharge support. The secondary endpoint was the number of consultations required.ResultsOnline consultations and traditional in-person consultations were provided to 58 and 53 patients’ families, respectively. Of the patients in the online consultation group who underwent multiple consultations, 46 (79%) also underwent in-person consultations. Regarding the topics, all the patients’ families in both consultation groups had consultations on medical conditions and treatment plans; regarding the policy for life-threatening events, 47% of patient families in the online consultation group were consulted compared to 53% of those in the in-person group. Regarding post-discharge support, 59% of patient families in the online group were consulted compared to 40% in the in-person group. In the online consultation group of 58 patients’ families, 188 consultations were conducted, including 95 online and 93 in-person consultations. Consultations on policy for life-threatening events were significantly more frequent in in-person consultations than in online consultations (p < 0.05). Regarding post-discharge support, online consultations were significantly more frequent than in-person consultations (p < 0.05). The number of family members who attended online consultations was significantly higher than those who attended in-person consultations (p < 0.05).ConclusionsOnline consultation between the physician and patient’s family may be an alternative to in-person consultation for explaining medical conditions and treatment plans. However, in-person consultation still plays an important role in sensitive topics, such as policy consultation for life-threatening events.

Communicating male sexual dysfunction: The medicalization and psychologization of sexual experiences in Chinese online medical consultations

Previous research shows that men who experience erectile or sexual dysfunction may feel uncomfortable discussing their sexual experiences in face-to-face clinical encounters. Part of the reason is the stigma and embarrassment associated with discussing private sexual matters. This study examines how e-patients, or more precisely advice-seekers, and doctors communicate about sexual dysfunction in online medical consultations (OMCs). We conducted a Theme-Oriented Discourse Analysis of relevant OMCs on CH Doctor, a Chinese medical consultation website, to understand how individuals with perceived sexual dysfunction articulate their conditions and how doctors on the platform respond and provide recommendations to these individuals. Our analysis reveals that OMCs afford advice-seekers a place to openly discuss their sexual health issues and gain empowerment from doctors who assist in mitigating the associated social stigma. Upon detailed discourse analysis, however, we find that individuals seeking advice often interpret their sexual experiences as symptoms of illness that requires medical intervention. In response, doctors tend to validate these advice-seekers’ preliminary self-diagnoses by treating their conditions as medical issues and characterizing them as psychosocial problems caused by stress and anxiety. Aligning with a critical sociological perspective that views sexual dysfunction as socially constructed problems referenced against dominant norms of sexual functioning, we argue that the medicalization and psychologization of certain sexual behaviors by doctors and advice-seekers discursively reinforce and legitimize essentialist views of hetero-coital sexual interaction. Such views reify penile-vaginal intercourse and ejaculation as the only standard, successful, and desirable form of sexual activity. This may further induce fear and anxiety among adult men whose sexual behaviors do not realistically align with these norms.

The Role of User-Generated Content in the Sustainable Development of Online Healthcare Communities: Exploring the Moderating Influence of Signals

Grounded in signaling theory, this study explores the influence of user-generated content (UGC) within online healthcare communities on patient purchasing behavior, with the overarching goal of advancing the development of online medical consultation services and contributing to the sustainable evolution of the online healthcare community. Leveraging publicly available data from the “Haodf.com”, we construct an empirical model of online medical consultation purchases, integrating principles from signaling theory and trust theory. Our analysis scrutinizes the effects of various forms of UGC on patient purchasing behavior, alongside the moderating influence of associated signals. The results demonstrate that knowledge-sharing articles authored by doctors and patient ratings positively impact consultation service purchases, whereas public displays of doctors’ past consultation records impede such transactions. Furthermore, external signals were found to moderate the relationship between UGC and consultation service purchases. The implications of these findings offer actionable insights for stakeholders invested in online healthcare communities.

Superior medical resources or geographic proximity? The joint effects of regional medical resource disparity, geographic distance, and cultural differences on online medical consultation

Online medical consultation platforms enable patients to seek health advice from physicians across geographic regions. In this study, we analyze patterns of online consultation between patients and physicians. We examine the joint effects of regional medical resource disparity, geographic distance, and cultural differences between patients and physicians on patients' decisions about which physicians they consult online. Using a unique dataset of city-to-city tuples based on 813,684 online consultation records and combining it with region-level data from multiple external sources, we find that while regional medical resource disparity drives patients from medically disadvantaged regions to seek online consultations with physicians from medically advantaged regions, geographic distance and cultural differences tend to constrain these consultations. We also find that cultural differences can amplify the impact of regional medical resource disparity, whereas geographic distance may lessen this effect. Further, we discover that the constraining effect of geographic distance is partly due to the online-to-offline nature of online medical consultations. Moreover, additional analyses suggest that physicians' online reputation and information about physicians’ participation on the platform can help alleviate the negative effects of geographic distance and cultural differences. These findings hold significant implications for the allocation of medical resources and the formulation of healthcare policies.

Enhancing online health consultations through fuzzy logic-integrated attribute-based encryption system

Online health consultations are becoming more popular as a result of technological improvements. Patients routinely look for information about medical disorders online, which could jeopardize the privacy of medical records and increase the workload of healthcare professionals. Nonetheless, academics continue to be extremely concerned about issues related to the quality characteristics that relate to the current architectural models, such as energy consumption, latency, resource utilization, scalability, and packet loss. This method, however, also results in a significant strain being placed on medical experts who must sort through vast amounts of medical records to extract certain information. This paper presents a novel ciphertext policy attribute-based encryption method coupled with fuzzy logic to overcome these issues. This solution uses a hybrid structure of IPFS and blockchain to store data and enables complex bidirectional access control. Before being added to IPFS, medical records are encrypted. To ensure data integrity, related IPFS hash indexes are then added to the blockchain. Utilizing attribute-based technology, users’ data is encrypted to give them fine-grained bidirectional access control. A thorough security analysis proves the system’s resilience, especially when faced with chosen plaintext assaults inside the random oracle model. Tests for this study were conducted using 10–50 attribute sets. This paper’s technique solely makes use of a hash operation. All things considered; the study demonstrates that the proposed design is more efficient than earlier schemes. Thus, from the comparison study above, it can be concluded that the system presented in this work is more efficient. Results from simulations provide additional support for the suggested methodology by highlighting the improved computing efficiency of users as compared to baseline conventional systems. This study demonstrates how technological advancement and healthcare requirements can coexist harmoniously, paving the way for secure and effective online medical consultations that are powered by fuzzy logic.

Collaborative Communication: A Qualitative Study of Roles and Emphases of Health Care Providers in Obstetrics and Gynecology.

Clinical nursing in obstetrics and gynecology is a technically demanding job. Doctors and nurses have different professional backgrounds and work priorities, and there are differences in communication modes, which can easily lead to poor communication between medical staff and their patients. Therefore this study aims to examine the different communication roles and emphases of obstetrician and gynecologists, nurses and midwives in different sections of SEGUE framework, and further navigate the effectiveness and differences of offline and online provider-patient communication. This study employs in-depth interviews to address the research questions. A total of 24 health care providers, including 8 doctors, 5 midwives and 11 nurses, were interviewed face-to-face or by telephone. Doctors pay more attention to the "giving information" stage, while nurses pay more attention to "set the stage" and "elicit information" steps. Midwives and nurses spend more time with patients before and after labor. In addition to information giving, they also accommodate the "understand the patient's perspective" and "end the encounter" steps. Nurses and midwives would attach greater importance to "understanding of patients' perspective". Online medical consultation is more convenient for patients, which can be used as a follow-up complement to offline medical consultation. The health care providers of different types in obstetrics and gynecology communicate collaboratively with patients, highlighting the equally important role of midwives and nurses when communicating with patients. Nurses focus on "set the stage" and "elicit information" stage. Midwife is another important information source and medical care provider, especially for pregnant women in stable conditions. Nutrition clinic of midwife could be recommended for hospitals in second- and third-tier cities, which could help to alleviate obstetricians' workload. The provision of an online collaborative consultation could be beneficial supplement after face-to-face doctor-patient communication.

Pengaruh E-Service Quality dan E-Trust terhadap E-Satisfaction dan Dampaknya pada E-Repurchase Intention Pengguna Layanan Konsultasi Media Online

Apps for telemedicine are becoming increasingly popular as a result of the COVID-19 outbreak. Telemedicine thus competes with other providers to meet patient demand. Many tactics are used to overcome this, such as providing confidence and quality patients. The purpose of this study is to analyze the effect of E-Service Quality and E-Trust on E-Satisfaction and its impact on E-Repurchase Intention on users of Online Medical Consultation Services. This type of research is quantitative. The sample of this study amounted to 100 respondents who had an Online Medical Consultation Service application on a mobile phone and had at least consulted through the application or website at least once. The analysis method used is path analysis. The results of the study show that there is a direct influence between the variables of E-service Quality on E-Satisfaction in users of online medical consultation services. There is a direct influence between E-Trust variables on E-Satisfaction in users of online medical consultation services. There is a direct influence between the variables E-service Quality and E-Trust on E-Satisfaction in users of online consulting services. There is a direct influence between the variables E-service Quality, E-Trust, and E-Satisfaction, on E-Repurchase Intention in users of online medical consultation services. There is an Effect of E-service Quality and E-Trust on E-Satisfaction of 9.9% while the remaining 90.1% (100% - 9.9%) is contributed by other factors. There is an effect of E-service Quality, E-Trust, and E-Satisfaction on E-Repurchase Intention of 34% while the remaining 66% (100% - 34%) is contributed by other factors.