Can online health information sources really improve patient satisfaction?

被引：9
作者：
Sun, Yide [1 ,2 ]
Yu, Jiajun [3 ,4 ]
Chiu, Ya-Ling [1 ,2 ]
Hsu, Yuan-Teng [5 ]
机构：
[1] Zhejiang Yuexiu Univ, Coll Int Business, Shaoxing, Peoples R China
[2] Shaoxing Key Lab Smart Soc Monitoring Prevent & Co, Shaoxing, Peoples R China
[3] Guangzhou Huashang Coll, Sch Innovat & Entrepreneurship, Guangzhou, Peoples R China
[4] Guangzhou Huashang Coll, Sch Management, Guangzhou, Peoples R China
[5] Shanghai Business Sch, Res Ctr Finance, Shanghai, Peoples R China
来源：
FRONTIERS IN PUBLIC HEALTH | 2022年 / 10卷
关键词：
online information sources; patient satisfaction; decision-making; online healthcare community; internet information; WORD-OF-MOUTH; SEEKING BEHAVIOR; CUSTOMER SATISFACTION; CONSUMER REVIEWS; DECISION-MAKING; INVOLVEMENT; INTERNET; PRODUCT; IMPACT; CONSEQUENCES;
D O I：
10.3389/fpubh.2022.940800
中图分类号：
R1 [预防医学、卫生学];
学科分类号：
1004 ; 120402 ;
摘要：
Internet information has become the main way for individuals to obtain health information. The purpose of this paper is to explore the role online information sources play in health decision-making. Specifically, we investigated the relationship between online information sources and patient satisfaction, as well as their moderating effects as compared to those of other information sources. Using logistical regression analysis, we conducted the longitudinal data on 54,027 doctors and 952,877 online doctor reviews from 3,525 hospitals in 31 provinces to test a proposed research model. The results showed that patient satisfaction was generally lower for individuals who found a doctor through online information sources. Therefore, we suggest that patients consider the doctor quality, the doctor popularity, and patient involvement. In addition, we found that the doctor popularity had a negative moderating effect between online information sources and patient satisfaction, while patient involvement had a positive moderating effect between online information sources and patient satisfaction. The study provides strategic guidance and practical implications for policies, online healthcare community managers, and patients.
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页数：16
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