Users' Perceived Service Quality of National Telemedicine Services During the COVID-19 Pandemic in Bangladesh: Cross-Sectional Study.

Autor:	Khatun F; 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., Das NC; 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., Hoque MR; Department of Management Information Systems, University of Dhaka, Dhaka, Bangladesh., Saqeeb KN; Nutrition Research Division, International Centre for Diarrheal Disease Research, Bangladesh (icddr,b), Dhaka, Bangladesh, Bangladesh., Rahman M; Maternal and Child Health Division, International Centre for Diarrheal Disease Research, Bangladesh (icddr,b), Dhaka, Bangladesh, Bangladesh., Park KR; Graduate School of Science and Technology Policy, Korea Advanced Institute of Science and Technology, Daejeon, Republic of Korea., Rasheed S; 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., Reidpath DD; The Institute for Global Health and Development, Queen Margaret University, Edinburgh, United Kingdom.
Jazyk:	angličtina
Zdroj:	JMIR human factors [JMIR Hum Factors] 2024 Dec 23; Vol. 11, pp. e46566. Date of Electronic Publication: 2024 Dec 23.
DOI:	10.2196/46566
Abstrakt:	Background: 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. Objective: 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. Methods: 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). Results: 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). Conclusions: 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. (© Fatema Khatun, Novel Chandra Das, Md Rakibul Hoque, Kazi Nazmus Saqeeb, Monjur Rahman, Kyung Ryul Park, Sabrina Rasheed, Daniel D Reidpath. Originally published in JMIR Human Factors (https://humanfactors.jmir.org).)
Databáze:	MEDLINE
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