Empirical Research On The Relationship Between Telemedicine Service Quality And Behavioral Intention Based On Patient Perception

In recent years,with the vigorous promotion of the state,China's telemedicine has gained rapid growth and development.However,due to its late start,there are still some service quality problems in its development,such as non-uniform technical standards,imperfect service process,imperfect operation mode and single service mode,and the service quality problem significantly affect patient satisfaction and behavioral intention.However,there is a lack of research on the quality of remote medical service in China.From literature review,although many scholars have studied the relationship between service quality,perceived value,customer satisfaction and behavioral intention and the role of customer participation,but the results there are still some differences.Moreover,the relationship between the research method and the research object is very different.Therefore,the study on the relationship between service quality,perceived value,customer satisfaction and behavioral intention and the role of customer participation is very significant to improve the quality of telemedicine service,attach importance to the role of patients,improve patient satisfaction and patient behavioral intention.From the perspective of patients' perception,this study firstly constructs the model of the perception value and patient satisfaction as the intermediate variable,the telemedicine service quality has a direct impact on behavioral intention,and the patients participated in the adjustment of the quality of remote medical service and patient satisfaction.Secondly,the paper designs corresponding scales and questionnaire,and investigates the patients who had received remote consultation on the platform of the telemedicine center of Henan Province.Data is analyzed through reliability and validity analysis,variance analysis,structural equation model and regression analysis with AMOS 21.0 and SPSS 21.0 software.Finally,this paper analysis the findings and propose recommendations to enhance patient satisfaction and behavioral intentions.Meanwhile,this paper summarizes the limitations of this study,and looks into the future research.Through research,this paper mainly conclusions are as follows:(1)The quality of telemedicine service includes five dimensions: tangibles,reliability,assurance,responsiveness and empathy.(2)There was a significant difference in the perception of variables among patients of different ages,education levels,and distances.(3)The theoretical model constructed in this study belongs to the completely intervenient two-causal mediation model,namely the quality of telemedicine services has no direct impact on patient behavioral intentions,but through perceived value,patient satisfaction,and perceived value affects patient satisfaction to indirectly affect the patient's behavioral intentions,and their influence is ranked in order.(4)There are great differences in the influence of various dimensions of telemedicine service quality on patient satisfaction,perceived value,and patient behavioral intention.First,the assurance and reliability factors have significant effects on perceived value,patient satisfaction,and behavioral intention.Second,tangible factors significantly affect the patient's perceived value and behavioral intentions,while the effect on patient satisfaction is not significant.Finally,Responsiveness and empathy factors only significantly affected patient satisfaction.(5)Patients' participation has no significant effect on the adjustment of telemedicine service quality and patient satisfaction.Based on the above research conclusions,this study proposes the following suggestions for the sustainable development of telemedicine services: First,priority should be given to improving the quality of telemedicine services.Second,market segmentation should be conducted to establish a differentiated marketing strategy.Finally,attention should be paid to Perceived value and the role of patient participation.