Impact of telemedicine service quality on patient satisfaction: an empirical study using Servqual model and expectation confirmation theory

The COVID-19 pandemic has expedited the digital transformation of healthcare, facilitating the adoption of telemedicine as an innovative model for enhancing the quality of patient care. This study aimed to investigate the factors influencing patient satisfaction with telemedicine and provide practical guidance for improving service quality. Specifically, this study examined how service responsiveness, reliability, assurance, and empathy affect patient satisfaction while considering the role of expectation confirmation. This study employed quantitative research methods to examine telemedicine’s effect on patient satisfaction, utilizing the SERVQUAL model and expectation-confirmation theory. A structured questionnaire using a seven-point Likert scale was developed to assess the dimensions of expectancy confirmation, responsiveness, reliability, assurance, and empathy. A random sample of 333 valid questionnaires was obtained through an online platform. Structural equation modeling (SEM) was employed to analyze the data; the findings indicated that all hypotheses were supported. Responsiveness significantly and positively influenced expectation confirmation, whereas expectation confirmation, responsiveness, reliability, assurance, and empathy significantly and positively affected patient satisfaction. The model exhibited strong explanatory power, indicating that these factors significantly influenced patient satisfaction with telemedicine. These findings provide valuable insights for healthcare providers to improve the quality of telemedicine services and patient satisfaction. These findings can guide healthcare organizations to develop more effective telemedicine platforms and training programs, contributing to the digital transformation of healthcare systems.