Khatun Fatema, Das Novel Chandra, Hoque Md Rakibul, Saqeeb Kazi Nazmus, Rahman Monjur, Park Kyung Ryul, Rasheed Sabrina, Reidpath Daniel D
Health Systems and Population Studies Division, International Centre for Diarrheal Disease Research, Bangladesh (icddr,b), 68, Shaheed Tajuddin Ahmed Sharani, Mohakhali, Dhaka, 1212, Bangladesh, 880 1715287117.
Department of Management Information Systems, University of Dhaka, Dhaka, Bangladesh.
JMIR Hum Factors. 2024 Dec 23;11:e46566. doi: 10.2196/46566.
COVID-19 created an opportunity for using teleconsultation as an alternative way of accessing expert medical advice. Bangladesh has seen a 20-fold increase in the use of teleconsultation during the pandemic.
The aim of our study was to assess the influence of service quality and user satisfaction on the intention to use teleconsultation in the future among users of national teleconsultation services during the pandemic.
A cross-sectional survey was conducted in 2020 among users of the national teleconsultation service-Shastho Batayon for acute respiratory infection. A validated mobile health service quality model based on structural equation modeling and confirmatory factor analysis was used to analyze the data with SmartPLS (version 3.0).
Among the 2097 study participants, 1646 (78.5%) were male, 1416 (67.5%) were aged 18-39 years, 1588 (75.7%) were urban residents, 1348 (64.2%) had more than 10 years of schooling, and 1657 (79%) were from middle-income households. From a consumer perspective, the quality of the service platform (β=.946), service interaction (β=.974), and outcome (β=.955) contributed to service quality. Service quality was positively associated with user satisfaction (β=.327; P<.001) and intention to use teleconsultation services (β=.102; P<.001). User satisfaction was positively associated with the intention to use teleconsultation services (β=.311; P<.001).
The increase in the use of teleconsultation during the pandemic indicated that such services were potentially used for emergencies. However, the future use of teleconsultation will be dependent on the quality of service and user satisfaction. Our findings are relevant for low-income contexts where teleconsultation services are used to address gaps in service delivery.
新型冠状病毒肺炎疫情为使用远程会诊作为获取专家医疗建议的替代方式创造了契机。在疫情期间，孟加拉国远程会诊的使用量增长了20倍。
我们研究的目的是评估在疫情期间，国家远程会诊服务用户中，服务质量和用户满意度对未来使用远程会诊意愿的影响。
2020年对国家远程会诊服务“健康咨询”的急性呼吸道感染用户进行了一项横断面调查。基于结构方程建模和验证性因子分析的经过验证的移动健康服务质量模型，使用SmartPLS（3.0版）来分析数据。
在2097名研究参与者中，1646名（78.5%）为男性，1416名（67.5%）年龄在18至39岁之间，1588名（75.7%）为城市居民，1348名（64.2%）接受过10年以上教育，1657名（79%）来自中等收入家庭。从消费者角度来看，服务平台质量（β = 0.946）、服务交互（β = 0.974）和结果（β = 0.955）对服务质量有贡献。服务质量与用户满意度呈正相关（β = 0.327；P < 0.001）以及与使用远程会诊服务的意愿呈正相关（β = 0.102；P < 0.001）。用户满意度与使用远程会诊服务的意愿呈正相关（β = 0.311；P < 0.001）。
疫情期间远程会诊使用量的增加表明此类服务可能用于紧急情况。然而，远程会诊的未来使用将取决于服务质量和用户满意度。我们的研究结果与使用远程会诊服务来弥补服务提供差距的低收入环境相关。
