Factors Affecting Confidence in Telemedicine Services of Private Hospitals in Songkhla Province

Abstract

In this research investigation, the researchers compare 1) demographic factors; and examines 2) the service quality factors affecting the confidence to use telemedicine services of private hospitals in Songkhla province. The technique of quantitative research was employed. A questionnaire was used to collect data from 400 members of the sample population who were residents in Songkhla and nearby provinces. Data were analyzed using descriptive statistics (frequency, percentage, mean, and standard deviation) and inferential statistics (one-way analysis of variance and multiple regression analysis).

            Findings showed that in regard to demographic factors, differences in incomes exhibited differences in the confidence to use telemedicine services. Gender, age, educational level, marital status, and occupation did not exhibit effects at a statistically significant level. Concerning service quality factors, the aspect of responsiveness of the service receivers affected the confidence to use telemedicine services at the highest level at the statistically significant level of 0.01. The aspects of physical characteristics, assurance, and empathy exhibited effects at the statistically significant level of 0.05. However, the aspect of reliability did not exhibit the effects at a statistically significant level.

            The policy recommendation is that private hospitals should enhance the users’ confidence by focusing on improving service quality factors such as prompt responsiveness, physical characteristics of the system, service assurance, and empathetic care. In addition, attention should be on the diversity of the service users’ incomes.