Exploring the influence of the online physician service delivery process on patient satisfaction

Exploring the influence of the online physician service delivery process on patient satisfaction

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Article ID: iaor201527702
Volume: 78
Start Page Number: 113
End Page Number: 121
Publication Date: Oct 2015
Journal: Decision Support Systems
Authors: , ,
Keywords: medicine, decision, networks, service, risk
Abstract:

  • Online health communities provide platforms for patients to consult physicians online
  • We verify the effects of service delivery process from two perspectives, i.e., response speed and interaction frequency.
  • We find that physicians’ response speed positively impact patients’ satisfaction.
  • We find that the physicians’ interaction frequency positively impact patients’ satisfaction.
  • We also investigate that disease risk moderates the relationship between service delivery and patients’ satisfaction.
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