MODERATED MEDIATION EFFECTS OF PERCEIVED SATISFACTION, QUALITY LEVELS, AND DEMOGRAPHIC CHARACTERISTICS ON THE RELATIONSHIP BETWEEN E-HEALTHCARE AND HEALTHCARE USAGE

This study aims to determine the moderated mediation effects of perceived satisfaction, quality levels, and demographic characteristics in the relationship between e-healthcare and healthcare usage. The research was conducted between February 15 and March 15, 2024, with 410 people who agreed to participate in the study living in a central district of Ankara. Data was collected using a three-part data collection form. The first part of the data form includes questions aimed at measuring participant characteristics; the second part includes questions aimed at measuring E-healthcare Use (E-HSU) and Healthcare Use (HCU). The last part includes questions measuring participants' perceived health service quality and satisfaction. SPSS 29 and AMOS 24 software were used in data analysis. Significant relationships were found between the ages of the participants and perceived satisfaction (r=0.249), perceived service quality (r=0.266), e-healthcare usage (r=-0.308), and healthcare usage (r=0.391). The indirect effects determined that perceived satisfaction (b=-0.108) and perceived quality (b=-0.082) mediated the relationship between e-healthcare usage and healthcare usage. Age was a moderator variable in the indirect effect of e-healthcare usage on healthcare utilization through perceived satisfaction (b=-0.001) and perceived quality (b=-0.001). This study's findings indicate that older individuals tend to use e-healthcare through higher perceived health service quality and satisfaction levels. This result suggests that the fact that older individuals are not as active as younger individuals in using technology is also effective. Based on the findings of this study, researchers, health policymakers, and managers can consider e-healthcare designs that older individuals can use.