Abstract
Telehealth services provide a means of monitoring a patient’s vital signs through the use of equipment or mobile devices and have the potential to extend clinical outreach to more patients regardless of geographical locations. However, patient acceptance is essentially important for the success of telehealth implementations. Thus, it is of interest to evaluate patients’ attitudes and perceptions toward the use of telehealth services. This study combines service quality model and importance-performance analysis to evaluate telehealth services provided by a case hospital. The results show that six items belong to major weaknesses, which should be addressed immediately in order to reduce patients’ complaints. In contrast to major weaknesses, there are seven items classified as major strengths, which should be maintained to provide telehealth service excellence in order to establish better and longer relationships with patients in the long-term perspectives.
| Original language | English |
|---|---|
| Pages (from-to) | 751-766 |
| Number of pages | 16 |
| Journal | Quality and Quantity |
| Volume | 50 |
| Issue number | 2 |
| DOIs | |
| Publication status | Published - 2016 Mar 1 |
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All Science Journal Classification (ASJC) codes
- Statistics and Probability
- Social Sciences(all)
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Telehealth services evaluation : a combination of SERVQUAL model and importance-performance analysis. / Yin, Shu Yun; Huang, Kuan Kai; Shieh, Jiunn I.; Liu, Yu Huei; Wu, Hsin Hung.
In: Quality and Quantity, Vol. 50, No. 2, 01.03.2016, p. 751-766.Research output: Contribution to journal › Article
TY - JOUR
T1 - Telehealth services evaluation
T2 - a combination of SERVQUAL model and importance-performance analysis
AU - Yin, Shu Yun
AU - Huang, Kuan Kai
AU - Shieh, Jiunn I.
AU - Liu, Yu Huei
AU - Wu, Hsin Hung
PY - 2016/3/1
Y1 - 2016/3/1
N2 - Telehealth services provide a means of monitoring a patient’s vital signs through the use of equipment or mobile devices and have the potential to extend clinical outreach to more patients regardless of geographical locations. However, patient acceptance is essentially important for the success of telehealth implementations. Thus, it is of interest to evaluate patients’ attitudes and perceptions toward the use of telehealth services. This study combines service quality model and importance-performance analysis to evaluate telehealth services provided by a case hospital. The results show that six items belong to major weaknesses, which should be addressed immediately in order to reduce patients’ complaints. In contrast to major weaknesses, there are seven items classified as major strengths, which should be maintained to provide telehealth service excellence in order to establish better and longer relationships with patients in the long-term perspectives.
AB - Telehealth services provide a means of monitoring a patient’s vital signs through the use of equipment or mobile devices and have the potential to extend clinical outreach to more patients regardless of geographical locations. However, patient acceptance is essentially important for the success of telehealth implementations. Thus, it is of interest to evaluate patients’ attitudes and perceptions toward the use of telehealth services. This study combines service quality model and importance-performance analysis to evaluate telehealth services provided by a case hospital. The results show that six items belong to major weaknesses, which should be addressed immediately in order to reduce patients’ complaints. In contrast to major weaknesses, there are seven items classified as major strengths, which should be maintained to provide telehealth service excellence in order to establish better and longer relationships with patients in the long-term perspectives.
UR - http://www.scopus.com/inward/record.url?scp=84957966206&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=84957966206&partnerID=8YFLogxK
U2 - 10.1007/s11135-015-0174-4
DO - 10.1007/s11135-015-0174-4
M3 - Article
AN - SCOPUS:84957966206
VL - 50
SP - 751
EP - 766
JO - Quality and Quantity
JF - Quality and Quantity
SN - 0033-5177
IS - 2
ER -