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Kuwaiti hospital patients’ continuance intention to use telemedical systems in the wake of the COVID19 pandemic

2021; Institution of Engineering and Technology; Volume: 8; Issue: 6 Linguagem: Inglês

10.1049/htl2.12019

2053-3713

Ibtisam L F H Almutairi, Bodoor F Alazemi, Faisal L F H Almutairi,

Customer Service Quality and Loyalty

The objective of this study is to investigate factors influencing patients' continuance intention to use telemedicine after the COVID-19 pandemic in the medical sector of Kuwait. To reach this purpose, the updated Delone and Maclean (2003) model was utilized to investigate the aforementioned factors. As such, this research applied quantitative research methods with a sample of 290 participants from patients in Dar Al Shifa Hospital, a private hospital in Kuwait which utilizes telemedical services called 'Sehaty online'. The corresponding data was analyzed using SmartPLS. The findings of this study revealed that information quality and system quality have a positive and significant influence on patient's satisfaction, whereas service quality has an insignificant influence on patient's satisfaction. Also, patients' continuance intention to use telemedicine is found to be significantly impacted by their satisfaction. Furthermore, several limitations of the study, related future research, and recommendations have been discussed.