IDEAS home Printed from https://ideas.repec.org/a/plo/pone00/0257300.html
   My bibliography  Save this article

Forecasting care seekers satisfaction with telemedicine using machine learning and structural equation modeling

Author

Listed:
  • Khondker Mohammad Zobair
  • Louis Sanzogni
  • Luke Houghton
  • Md Zahidul Islam

Abstract

Many individuals visit rural telemedicine centres to obtain safe and effective health remedies for their physical and emotional illnesses. This study investigates the antecedents of patients’ satisfaction relating to telemedicine adoption in rural public hospitals settings in Bangladesh through the adaptation of Expectation Disconfirmation Theory extended by Social Cognitive Theory. This research advances a theoretically sustained prediction model forecasting patients’ satisfaction with telemedicine to enable informed decision making. A research model explores four potential antecedents: expectations, performance, disconfirmation, and enjoyment; that significantly contribute to predicting patients’ satisfaction concerning telemedicine adoption in Bangladesh. This model is validated using two-staged structural equation modeling and artificial neural network approaches. The findings demonstrate the determinants of patients’ satisfaction with telemedicine. The presented model will assist medical practitioners, academics, and information systems practitioners to develop high-quality decisions in the future application of telemedicine. Pertinent implications, limitations and future research directions are endorsed securing long-term telemedicine sustainability.

Suggested Citation

  • Khondker Mohammad Zobair & Louis Sanzogni & Luke Houghton & Md Zahidul Islam, 2021. "Forecasting care seekers satisfaction with telemedicine using machine learning and structural equation modeling," PLOS ONE, Public Library of Science, vol. 16(9), pages 1-31, September.
    • Handle: RePEc:plo:pone00:0257300
    DOI: 10.1371/journal.pone.0257300
    as

    Download full text from publisher

    File URL: https://journals.plos.org/plosone/article?id=10.1371/journal.pone.0257300
    Download Restriction: no
    File URL: https://journals.plos.org/plosone/article/file?id=10.1371/journal.pone.0257300&type=printable
    Download Restriction: no
    File URL: https://libkey.io/10.1371/journal.pone.0257300?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Hair, Joe F. & Howard, Matt C. & Nitzl, Christian, 2020. "Assessing measurement model quality in PLS-SEM using confirmatory composite analysis," Journal of Business Research, Elsevier, vol. 109(C), pages 101-110.
    2. Viswanath Venkatesh, 2000. "Determinants of Perceived Ease of Use: Integrating Control, Intrinsic Motivation, and Emotion into the Technology Acceptance Model," Information Systems Research, INFORMS, vol. 11(4), pages 342-365, December.
    3. Oliver, Richard L. & Bearden, William O., 1985. "Disconfirmation processes and consumer evaluations in product usage," Journal of Business Research, Elsevier, vol. 13(3), pages 235-246, June.
    4. Oliver, Richard L & DeSarbo, Wayne S, 1988. "Response Determinants in Satisfaction Judgments," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 14(4), pages 495-507, March.
    5. Hill, Tim & Marquez, Leorey & O'Connor, Marcus & Remus, William, 1994. "Artificial neural network models for forecasting and decision making," International Journal of Forecasting, Elsevier, vol. 10(1), pages 5-15, June.
    6. Zobair, Khondker Mohammad & Sanzogni, Louis & Sandhu, Kuldeep, 2019. "Expectations of telemedicine health service adoption in rural Bangladesh," Social Science & Medicine, Elsevier, vol. 238(C), pages 1-1.
    7. Eugene W. Anderson & Mary W. Sullivan, 1993. "The Antecedents and Consequences of Customer Satisfaction for Firms," Marketing Science, INFORMS, vol. 12(2), pages 125-143.
    8. Johnson, Michael D. & Fornell, Claes, 1991. "A framework for comparing customer satisfaction across individuals and product categories," Journal of Economic Psychology, Elsevier, vol. 12(2), pages 267-286, June.
    9. Fengying Ma & Jingyao Zhang & Wei Liang & Jingyu Xue, 2020. "Automated Classification of Atrial Fibrillation Using Artificial Neural Network for Wearable Devices," Mathematical Problems in Engineering, Hindawi, vol. 2020, pages 1-6, April.
    10. Ignacio Prieto-Egido & Javier Simó-Reigadas & Andrés Martínez-Fernández, 2018. "Interdisciplinary Alliances to Deploy Telemedicine Services in Isolated Communities: The Napo Project Case," Sustainability, MDPI, vol. 10(7), pages 1-13, July.
    11. Andaleeb, Syed Saad, 2001. "Service quality perceptions and patient satisfaction: a study of hospitals in a developing country," Social Science & Medicine, Elsevier, vol. 52(9), pages 1359-1370, May.
    12. Holbrook, Morris B & Hirschman, Elizabeth C, 1982. "The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 9(2), pages 132-140, September.
    13. Nancy K. Lankton & D. Harrison McKnight & Ryan T. Wright & Jason Bennett Thatcher, 2016. "Research Note—Using Expectation Disconfirmation Theory and Polynomial Modeling to Understand Trust in Technology," Information Systems Research, INFORMS, vol. 27(1), pages 197-213, March.
    14. Ozonoh, M. & Oboirien, B.O. & Higginson, A. & Daramola, M.O., 2020. "Performance evaluation of gasification system efficiency using artificial neural network," Renewable Energy, Elsevier, vol. 145(C), pages 2253-2270.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Evon M. Abu-Taieh & Issam AlHadid & Rami S. Alkhawaldeh & Sufian Khwaldeh & Ra’ed Masa’deh & Ala’Aldin Alrowwad & Rabah Al-Eidie, 2022. "An Empirical Study of Factors Influencing the Perceived Usefulness and Effectiveness of Integrating E-Learning Systems during the COVID-19 Pandemic Using SEM and ML: A Case Study in Jordan," Sustainability, MDPI, vol. 14(20), pages 1-27, October.
    2. Ankush Kadu & Manwinder Singh & Kingsley Ogudo, 2022. "A Novel Scheme for Classification of Epilepsy Using Machine Learning and a Fuzzy Inference System Based on Wearable-Sensor Health Parameters," Sustainability, MDPI, vol. 14(22), pages 1-20, November.
    3. Ong, Ardvin Kester S. & Kurata, Yoshiki B. & Castro, Sophia Alessandra D.G. & De Leon, Jeanne Paulene B. & Dela Rosa, Hazel V. & Tomines, Alex Patricia J., 2022. "Factors influencing the acceptance of telemedicine in the Philippines," Technology in Society, Elsevier, vol. 70(C).
    4. Ulrike Baum & Frauke Kühn & Marcel Lichters & Anne-Katrin Baum & Renate Deike & Hermann Hinrichs & Thomas Neumann, 2022. "Neurological Outpatients Prefer EEG Home-Monitoring over Inpatient Monitoring—An Analysis Based on the UTAUT Model," IJERPH, MDPI, vol. 19(20), pages 1-22, October.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Trinh Le Tan & Khanh Nguyen Chau Ngoc & Hien Le Thi Thanh & Hoai Nguyen Thi Thu & Uyen Vo Truong Hoang, 2024. "Enhancing Repurchase Intention on Digital Platforms Based on Shopping Well-Being Through Shopping Value, Trust and Impulsive Buying," SAGE Open, , vol. 14(3), pages 21582440241, September.
    2. Ajimon George & Jobin Sahadevan, 2019. "A Conceptual Framework of Antecedents of Service Loyalty in Health Care: Patients’ Perspective," IIM Kozhikode Society & Management Review, , vol. 8(1), pages 50-59, January.
    3. Zobair, Khondker Mohammad & Sanzogni, Louis & Sandhu, Kuldeep, 2019. "Expectations of telemedicine health service adoption in rural Bangladesh," Social Science & Medicine, Elsevier, vol. 238(C), pages 1-1.
    4. Frank, Björn & Herbas Torrico, Boris & Enkawa, Takao & Schvaneveldt, Shane J., 2014. "Affect versus Cognition in the Chain from Perceived Quality to Customer Loyalty: The Roles of Product Beliefs and Experience," Journal of Retailing, Elsevier, vol. 90(4), pages 567-586.
    5. Richard Adam & Andreas Herrmann & Frank Huber & Martin Wricke, 2002. "Kundenzufriedenheit und Preisbereitschaft — Empirische Erkenntnisse aus der Hotelbranche," Schmalenbach Journal of Business Research, Springer, vol. 54(8), pages 762-778, December.
    6. Andreas Herrmann & Frank Huber & Martin Wricke, 1999. "Die Herausbildung von Zufriedenheits-urteilen bei Alternativenbetrachtung," Schmalenbach Journal of Business Research, Springer, vol. 51(7), pages 677-692, July.
    7. Hartmann, Patrick & Apaolaza Ibanez, Vanessa, 2007. "Managing customer loyalty in liberalized residential energy markets: The impact of energy branding," Energy Policy, Elsevier, vol. 35(4), pages 2661-2672, April.
    8. Andreas Herrmann & Michael D. Johnson, 1999. "Die Kundenzufriedenheit als Bestimmungsfaktor der Kundenbindung," Schmalenbach Journal of Business Research, Springer, vol. 51(6), pages 579-598, June.
    9. Mujahid Mohiuddin Babu & Panuel Rozario Prince, 2011. "Factors Influencing the Overall Customer Satisfaction of the Wireless Internet Service Users: An Empirical Study in Bangladesh," Indian Journal of Commerce and Management Studies, Educational Research Multimedia & Publications,India, vol. 2(6), pages 14-24, September.
    10. Stefan Meinzer & Johann Prenninger & Patrick Vesel & Johannes Kornhuber & Judith Volmer & Joachim Hornegger & Björn M. Eskofier, 2016. "Translating satisfaction determination from health care to the automotive industry," Service Business, Springer;Pan-Pacific Business Association, vol. 10(4), pages 651-685, December.
    11. Zhani, Najlae & Mouri, Nacef & Ahmed, Tariq, 2022. "The role of mobile value and trust as drivers of purchase intentions in m-servicescape," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
    12. Rahman, Syed Mahmudur & Carlson, Jamie & Gudergan, Siegfried P. & Wetzels, Martin & Grewal, Dhruv, 2022. "Perceived Omnichannel Customer Experience (OCX): Concept, measurement, and impact," Journal of Retailing, Elsevier, vol. 98(4), pages 611-632.
    13. Khan, Kamran & Hameed, Irfan, 2017. "The mediation of customer satisfaction and moderation of Price: Evidence from the generation Y users of cell phones," MPRA Paper 91773, University Library of Munich, Germany.
    14. Gaby Odekerken-Schröder & Bloemer Josée, 2002. "Constraints and Dedication as Drivers for Relationship Commitment: An Empirical Study in a Health-Care Context," Research Memorandum 078, Maastricht University, Maastricht Research School of Economics of Technology and Organization (METEOR).
    15. Emmanuel W. Ayaburi & Jaeung Lee & Michele Maasberg, 0. "Understanding Crowdsourcing Contest Fitness Strategic Decision Factors and Performance: An Expectation-Confirmation Theory Perspective," Information Systems Frontiers, Springer, vol. 0, pages 1-14.
    16. Arnold, Mark J. & Reynolds, Kristy E. & Ponder, Nicole & Lueg, Jason E., 2005. "Customer delight in a retail context: investigating delightful and terrible shopping experiences," Journal of Business Research, Elsevier, vol. 58(8), pages 1132-1145, August.
    17. Qin, Hong & Prybutok, Victor R., 2013. "A quantitative model for patient behavioral decisions in the urgent care industry," Socio-Economic Planning Sciences, Elsevier, vol. 47(1), pages 50-64.
    18. Nancy K. Lankton & D. Harrison McKnight & Ryan T. Wright & Jason Bennett Thatcher, 2016. "Research Note—Using Expectation Disconfirmation Theory and Polynomial Modeling to Understand Trust in Technology," Information Systems Research, INFORMS, vol. 27(1), pages 197-213, March.
    19. Hasnan Baber & N M Baki Billah, 2022. "Fintech and Islamic Banks - an integrative model approach to predict the intentions," Review of Applied Socio-Economic Research, Pro Global Science Association, vol. 24(2), pages 24-45, December.
    20. Papagiannidis, Savvas & See-To, Eric & Bourlakis, Michael, 2014. "Virtual test-driving: The impact of simulated products on purchase intention," Journal of Retailing and Consumer Services, Elsevier, vol. 21(5), pages 877-887.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:plo:pone00:0257300. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: plosone (email available below). General contact details of provider: https://journals.plos.org/plosone/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.