Bridging the health-care gap: understanding continued telemedicine-usage behaviour in emerging economies

Purpose This study aims to analyse the role of factors responsible for continued telemedicine usage in emerging economies. Design/methodology/approach A sequential mixed-methods approach was used to analyse the data. This included in-depth interviews with telemedicine users to identify the factors influencing their continued telemedicine usage, followed by quantitative analysis to empirically validate the relationship postulated within the research model. Findings The primary findings show that attitude, social influence and satisfaction directly impact users’ continued intention to use telemedicine services. These factors underscore the importance of both individual perceptions and external influences in shaping intention to continue to use telemedicine services. Practical implications The results show that factors such as satisfaction, attitude and social influence impact the continued usage of telemedicine services in emerging economies. Specific policy initiatives and awareness programs can be implemented to promote long-term telemedicine usage. In addition, improving apps with user-friendly interfaces, local language options and voice commands, alongside enhanced security measures, would serve to build trust in, and improve accessibility to, telemedicine. Social implications The study’s findings can be used to improve health-care services in areas where facilities are inaccessible. Originality/value This research explains the intention to continue telemedicine usage through a multi-theoretic perspective that combines technology continuance theory and the unified theory of acceptance and use of technology.