What drives telehealth use? Evidence from a two-wave panel study

Objective This study investigates the key factors influencing users’ intention to continue using telehealth platforms in Vietnam. Specifically, it examines the temporal relationships among hedonic value, utilitarian value, perceived privacy, perceived security, doctor–patient communication quality (DPCQ), trust, and continuance intention. Methods A longitudinal two-wave survey design was employed, with data collected from telehealth users at two time points (Time 1: N = 427; Time 2: N = 392). The Cross-Lagged Panel Model (CLPM) was applied to analyze causal and directional relationships among the study constructs over time. Results The findings indicate that hedonic value, utilitarian value, perceived privacy, perceived security, and doctor–patient communication quality at Time 1 all significantly predict user trust at Time 2. Trust, in turn, significantly influences users’ continuance intention toward telehealth services. The analysis confirms the temporal precedence of trust and highlights the crucial role of high-quality communication in fostering long-term engagement with telehealth platforms. Conclusions By integrating emotional, functional, and relational drivers within a validated longitudinal framework, this study advances the theoretical understanding of telehealth adoption and continuance behavior. The results provide practical implications for telehealth platform developers and healthcare providers seeking to strengthen user trust and sustain long-term engagement.