Assessing the Determinants of Continuous Usage Intention of E-Government Telemedicine Service in India: An Analysis of eSanjeevani App

Digital health solutions have become essential to public health systems due to the COVID-19 pandemic. Indian government also introduced the eSanjeevani app to digitalise its healthcare consulting services. Therefore, this study delves into the determinants that encourage the continuous usage intention (CUI) of “e-government telemedicine services” (eSanjeevani) by focusing on satisfaction as a mediator. A comprehensive framework was developed to assess the factors affecting CUI by enhancing the Information System Continuance Model (ISCM). This extension incorporates perceived reliability, perceived benefits and e-health literacy. This study gathered data from 384 participants in India who had prior exposure to telemedicine services. The study used structural equation modelling to analyse the data. The results of this study show that satisfaction is significantly impacted by perceived reliability, perceived benefits and e-health literacy, with perceived reliability being the strongest predictor of satisfaction. Additionally, satisfaction is found to be the most crucial factor for determining CUI. It fully mediates the relationship between factors such as perceived reliability, perceived benefits, e-health literacy and CUI. Interestingly, it was found that perceived usefulness doesn’t have a significant impact on either user satisfaction or CUI. The study contributes to theoretical knowledge in this domain by expanding the ISCM model to include unique and relevant constructs such as perceived reliability, perceived benefits and e-health literacy in the novel context. The insight of this study suggests that providers should prioritise user satisfaction to drive CUI by improving technological stability, highlighting benefits and organising digital literacy campaigns.