User Satisfaction and Its Impact on the Intention to Utilize Telemedicine Services in the Dusit Model Prototype Area User Satisfaction and Intention to Utilize Telemedicine Services
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Abstract
OBJECTIVE: Gaining insight into user satisfaction and its impact on the intention to use telemedicine is essential for the continued success of such services.
METHODS: A cross-sectional study was carried out through an online survey targeting users of the Vajira@Home telemedicine platform. Data were collected via online survey questions, which was collected and analyzed through descriptive statistics, chi-squared tests, and multivariate binary logistic regression to explore the correlation between satisfaction and the intention to use telemedicine.
RESULTS: A total of 389 respondents completed the questionnaire. Most respondents (81.2%) reported being satisfied with telemedicine services, and 72.5% indicated a strong intention to continue using them. Satisfaction emerged as the most influential factor in predicting the intention to use telemedicine (adjusted odds ratios (OR) = 13.28; 95% CI, 6.47–27.26; p < 0.001). Participants with a monthly income between 15,000 and 30,000 Thai Baht also showed a significantly higher intention to use the service (adjusted OR = 3.40; p = 0.048). Other demographic variables were not significant after adjustment.
CONCLUSION: Satisfaction is the primary factor influencing the intention to use telemedicine under the Dusit Model. These results highlight the need to prioritize patient-centered care and improve user experiences to support the long-term integration of telemedicine into urban healthcare systems.
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