Exploring the influence of the online physician service delivery process on patient satisfaction
Online health communities provide platforms for patients to consult physicians online We verify the effects of service delivery process from two perspectives, i.e., response speed and interaction frequency. We find that physicians response speed positively impact patients satisfaction. We find that the physicians interaction frequency positively impact patients satisfaction. We also investigate that disease risk moderates the relationship between service delivery and patients satisfaction.
service delivery process patient satisfaction online health community response speed interaction frequency disease risk