Understanding the relationship between patient satisfaction and loyalty through telemedicine platform quality: An empirical study

Abstract

Empirical evidence regarding how telemedicine platform quality contributes to the satisfaction and retention of loyal patients is lacking. While most studies have focused on medical perspectives, this study investigated the impact of telemedicine platform quality on patient satisfaction and loyalty through a service lens. It assessed the factors impacting patient satisfaction and identified the essential services required by patients to use telemedicine. Using a quantitative survey, convenience and snowball sampling were employed to gather data from 149 participants who had used telemedicine services at least once from any healthcare provider in Saudi Arabia. A conceptual model was developed and tested using the advanced partial least squares-based structural equation model with SmartPLS software. The telemedicine platform quality significantly and positively influenced patient satisfaction, which positively impacted patient loyalty. This study suggests that decision-makers should invest in the digital modernization of the patient journey, with telemedicine as an emergent service that can be scaled up, especially in the post-COVID-19 era. Thus, telemedicine can be a game-changer in the competitive healthcare market. This research provides valuable insights for stakeholders to enhance their telemedicine platform quality and foster patient loyalty.