Exploring patient satisfaction and its influencing factors in Chinese internet hospitals: An analysis using two-factor theory and Kano model based on user-generated contents
In recent years, patient satisfaction and real-world usage effectiveness of internet hospital APPs have been suboptimal. Research has shown that influencing factors exhibit asymmetry and can be further classified into charm factors and essential factors. On the one hand, reliability and customer service are basic needs of patients. On the other hand, online diagnosis and treatment functions, doctor's professional level, easy to use, and compatibility can effectively improve patient compliance.
Authors
- Jianbo Lei (ORCID: https://orcid.org/0000-0002-1744-0235)
- Junhao Ma (ORCID: https://orcid.org/0009-0006-3308-5284)
- Tong Wang (ORCID: https://orcid.org/0000-0002-4422-6197)
- Jun Liang (ORCID: https://orcid.org/0000-0002-0551-6706)
- Jiayi Chen (ORCID: https://orcid.org/0009-0003-8993-7579)
- Yunfan He (ORCID: https://orcid.org/0000-0001-5539-5044)
- Yujie Wang (ORCID: https://orcid.org/0009-0006-8989-0389)
- Lei Ye (ORCID: https://orcid.org/0000-0002-5841-2791)
- Yifeng Li (ORCID: https://orcid.org/0009-0002-6994-9276)
- Lili Qiao (ORCID: https://orcid.org/0000-0003-0359-3609)
- Yue Hu
- Xuehua He
- Tingting Zhou (ORCID: https://orcid.org/0000-0003-1209-0384)
- Hongyu Pu (ORCID: https://orcid.org/0000-0002-1444-269X)
- Xiaoyi Jiao
- Qichuan Fang
- Mengyao Xing
- Zhao Star (ORCID: https://orcid.org/0000-0001-9347-590X)
Institutions
- Qingdao University (CN)
- Zhejiang Chinese Medical University (CN)
- Jilin University (CN)
- Peking University (CN)
- Fudan University (CN)
- Southwest Medical University (CN)
- Affiliated Hospital of Southwest Medical University (CN)
- Qingdao Municipal Hospital (CN)
- China Railway Construction Corporation (China) (CN)
- China Railway Group (China) (CN)
- Second Affiliated Hospital of Zhejiang University (CN)
- Hangzhou Medical College (CN)
- Zhejiang University (CN)
Publication Details
- Journal
- Digital Health
- Published
- 2025-05-01
- DOI
- https://doi.org/10.1177/20552076251382090
- Primary Topic
- Patient Satisfaction in Healthcare
- Type
- article
- Field-Weighted Citation Impact
- 0.00