Factors that Influence E-Satisfaction and Their Impact on Online Purchase Intention of Telemedicine Applications

This study embarked on a rigorous examination of the factors driving user satisfaction and usage behavior in the context of telehealth applications. Utilizing a well- structured Google Form survey, distributed through an array of social media platforms, including WhatsApp, Discord, Instagram, and Line, the research gathered 251 responses. The purposive sampling technique was employed to ensure that the data captured the experiences of individuals who had actively engaged with telehealth services. One hypothesis, relating to the influence of Online Reviews, was found to be unsupported. This surprising result suggests that, contrary to expectations, the opinions and reviews shared online do not significantly affect users’ satisfaction or their behavioral decisions in the context of telehealth applications. This finding highlights the need for a more nuanced understanding of the factors influencing user preferences and choices in this rapidly evolving sector. Conversely, other hypotheses examining factors such as Social Influence, Facilitating Conditions, Perceived Reliability, Price Value, and Purchase Intention were substantiated. The positive influence of these factors on customer usage behavior underscores their significance in shaping user experiences and satisfaction within the telehealth ecosystem. Furthermore, the study posits that facilitating conditions should be closely aligned with technological advancements, as this alignment is conducive to the development of enhanced application features. This insight suggests that telehealth providers should continuously innovate and integrate advanced technologies to ensure that the facilitating conditions meet the ever-evolving needs and expectations of users.