Information technology perception and value cocreation behavior influence patient satisfaction in chronic disease care

Patient satisfaction with medical care is one of the key outcome indicators of chronic disease healthcare service quality. However, the factors influencing patient satisfaction, particularly from the perspectives of information technology perception and value cocreation, are underexplored. This study aims to examine the relationships between information technology perception, value cocreation behavior, patient trust, and patient satisfaction in chronic disease patients in China community health centers (CHCs). It also investigates the mediating role of value cocreation behavior and the moderating effect of patient trust. A cross-sectional survey was conducted from September 2019 to December 2019 in Wuhan and Taiyuan, China. Participants were selected using a multistage stratified random sampling method. Data were collected via self-administered questionnaires from 722 chronic disease patients in Wuhan and Taiyuan (with a response rate of 90.36%). Patient satisfaction with medical care was measured using a four-item scale. Information technology perception was assessed using scales for perceived ease of use and perceived reliability, adapted from Deng Chaohua et al.'s measurement of mobile banking system perception. Value co-creation behavior was measured using a 21-item scale adapted from Yi and Gong's measurement of customer value co-creation behavior, and patient trust was measured using a four-item scale. Pearson correlation analysis was used to assess the relationships among perceived ease of use, perceived reliability, value co-creation behavior, patient trust, and patient satisfaction. Structural equation modeling (SEM) was employed to examine the hypothesized relationships among these variables. The proposed model demonstrated good model fit. Perceived ease of use (β = 0.339, 95% CI 0.188 to 0.493) and value cocreation behavior (β = 0.459, 95% CI 0.387 to 0.530) had direct positive effects on patient satisfaction, while perceived reliability (β = 0.049, 95% CI -0.099 to 0.200) did not have a direct effect on patient satisfaction. Perceived ease of use (β=-0.746, 95% CI -0.907 to -0.623) had a direct negative effect on value cocreation behavior, whereas perceived reliability (β = 0.408, 95% CI 0.283 to 0.577) had a direct positive effect on value cocreation behavior. Perceived ease of use (β=-0.342, 95% CI -0.444 to -0.270) and perceived reliability (β = 0.187, 95% CI 0.127 to 0.277) indirectly influenced patient satisfaction through value cocreation behavior. Patient trust had a significant moderating effect on the relationship between value cocreation behavior and patient satisfaction (β = -0.127, 95% CI -0.197 to -0.056). The study reveals that perceived ease of use and value cocreation behavior significantly influence patient satisfaction, with patient trust playing a moderating role in these relationships. These findings suggest that enhancing patients' perception of ease of use and promoting value cocreation behavior can improve patient satisfaction, particularly in contexts with low patient trust. To this end, healthcare providers should optimize the design of information systems to support seamless doctor-patient interactions and encourage active patient participation in care processes. Additionally, policymakers are advised to implement strategies that foster trust and facilitate communication within CHCs, especially for patients with chronic diseases.