To explore the impact of online medical service quality on patients’ continuance usage intention based on the standardized patient method: Taking online mental health services as an example

Corresponding author: GUO Rui, guorui@ccmu.edu.cn

DOI: 10.12201/bmr.202306.00015

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  Abstract: Objective: Taking online mental health services as an example, to explore the impact of the quality of online medical service in Chinese public hospitals on patients’ continuance usage intention. Methods: Standardized patients were used to evaluate the quality of online mental health service and patients’ intention to continue using them. Paired T-test, Chi-square test and logistic regression were used to explore the influence of online medical service quality on patients’ continuance usage intention. Results: The results of multivariate analysis showed that the total response words of doctors (P < 0.001) and the score of doctor-patient communication (P < 0.001) in process quality, whether doctors provided life advice (P < 0.05) and patient satisfaction (P < 0.001) in outcome quality, and the consistency (P < 0.05) and continuity (P < 0.05) of online and offline services in integration quality all affected patients’ willingness to continue using the service. Conclusions: Patients’ continuance usage intention is mainly affected by the total response words of doctors and doctor-patient communication in process quality, outcome quality and integration quality. For online mental health service, while ensuring the outcome quality, doctors should improve the level of doctor-patient communication, enhance the humanistic care in process, pay attention to the protection of patient privacy, and actively build an integrated mode of online and offline services, so as to improve patients’ continuance usage intention.

  Key words: Online medical service；Service quality；Continuance usage intention；Standardized patient method; ; ; 

  Submit time: 28 June 2023

  Copyright: The copyright holder for this preprint is the author/funder, who has granted biomedRxiv a license to display the preprint in perpetuity.
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