Exploring the impact of patient internet usage on patient–physician interaction, satisfaction and revisit intention: a comprehensive study
International Journal of Law and Management
ISSN: 1754-243X
Article publication date: 27 November 2023
Issue publication date: 23 January 2024
Abstract
Purpose
The ubiquity of the internet has extended immense informational power to patients around the world who previously had abysmal knowledge about the disease they are suffering from. With a large amount of information in their hands, these educated and well-informed patients are cultivating deeper relationships and engagement with their physicians through meaningful interactions. This study aims to investigate the influence of patients’ internet usage and their interactions on their intentions to revisit and foster relationships with their physicians.
Design/methodology/approach
A survey-based questionnaire was administered at four government hospitals in Pune, involving a sample size of 400. The study intends to use structural equation modelling (SEM) to examine the hypothesized relationships identified within the research analysis.
Findings
The findings of this study indicate that patients report higher levels of satisfaction and intention to revisit when they have a strong interaction with their physician.
Research limitations/implications
This study provides valuable inputs to the hospital authorities and health-care-related policy makers. This study also contributes to the overall body of literature on health care information system, behavioural aspects of patients and doctors as well as other health-care-related staffs in hospitals.
Originality/value
The study adds values to the overall body of literature for both hospital information system, patient interaction and health care policy. To date, no research has examined the association between patient–physician interactions conducted through internet channels and subsequent behavioural intentions. Moreover, the study investigates the behavioural aspects of patients and health-care staffs, which adds value towards the body of knowledge in the extant literature.
Keywords
Acknowledgements
Since submission of this article, the following author has updated their affiliation: Sanjay Misra is at the Department of Applied Data Science, Institute for Energy Technology, Halden, Norway.
Citation
Kamboj, P., Agrawal, A.K., Chatterjee, S., Hussain, Z. and Misra, S. (2024), "Exploring the impact of patient internet usage on patient–physician interaction, satisfaction and revisit intention: a comprehensive study", International Journal of Law and Management, Vol. 66 No. 2, pp. 288-302. https://doi.org/10.1108/IJLMA-09-2023-0202
Publisher
:Emerald Publishing Limited
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