Abstract:
Background: Telemedicine is a new technology innovation in Malaysia, but it plays an increasingly important role in the country’s healthcare system. In response to the limited discussion regarding its acceptance by people, this study aims to increase knowledge about telemedicine adoption factors in Malaysia.
Methods: A cross-sectional study was performed among residents residing in Malaysia. Data was collected through an online survey. A total of 403 respondents participated in the survey. The results were analysed using the PLS-SEM method.
Results: It was found that the service quality, user satisfaction and perceived usefulness play a significant and important role in affecting users’ intention to adopt telemedicine services. Perceived ease of use is however not significantly influencing the adoption of telemedicine. The results also confirmed the moderating role of user satisfaction on the relationship between service quality, perceived usefulness and perceived ease of use on telemedicine acceptance.
Conclusions: Although most Malaysians were willing to use telemedicine services to manage their health condition, they insisted on quality service and a useful system. Since telemedicine is still in its infancy in Malaysia, further research is needed to determine its impact on patients' quality of healthcare service.
Keywords: telemedicine, service quality, user satisfaction, perceived ease of use, perceived usefulness, behavioural intention, technology adoption
