A COMPARATIVE STUDY OF PUBLIC SATISFACTION WITH TELEMEDICINE SERVICES BETWEEN PUBLIC AND PRIVATE HOSPITALS DURING THE COVID-19 : A CASE STUDY OF PUBLIC AND PRIVATE HOSPITALS IN SUPHANBURI
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Abstract
This research aimed to: (1) study the level of satisfaction of the public toward the use of Telemedicine services in public hospitals, (2) study the level of satisfaction of the public toward the use of Telemedicine services in private hospitals, (3) compare the satisfaction of the public between public and private hospitals in Telemedicine services, and (4) analyze the factors affecting public satisfaction with Telemedicine services. Data were collected using questionnaires from a sample of 400 people in Suphanburi. The data were analyzed using descriptive statistics, t-tests, one-way ANOVA, and multiple regression analysis.
The research findings revealed that
- The level of public satisfaction with Telemedicine services in public hospitals was moderate to high. The aspect with the highest average score was cost and value for money (Mean = 4.3, SD = 0.4), followed by communication and friendliness (Mean = 4.0, SD = 0.5)
- The level of public satisfaction with Telemedicine services in private hospitals was high. The aspect with the highest average score was the efficiency of technological systems (Mean = 4.3, SD = 0.5), followed by ease of use (Mean = 4.4, SD = 0.3)
- There were statistically significant differences (P-Value < 0.05) in satisfaction between public and private hospitals in Telemedicine services. Private hospitals scored higher in-service delivery and technological efficiency, while public hospitals scored higher in cost and value for money.
- The factors that significantly influenced public satisfaction with Telemedicine services included technological system efficiency (β = 0.40, P-Value = 0.000), service delivery (β = 0.35, P-Value = 0.003), communication and friendliness** (β = 0.38, P-Value = 0.001), and cost and value for money (β = 0.42, P-Value = 0.000)
This research highlights that improving Telemedicine services should focus on enhancing system efficiency, quality service delivery, effective communication, and reasonable costs to increase user satisfaction.
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