E-healthcare service: qualidade percebida, satisfação e intenção de recomendação.

Abstract

This article analyzes the influence that the perceived quality of the e-Health Service has on the satisfaction and recommendation intention of individuals who have used health services through teleconsultation. Based on the 5Qs model, research hypotheses were elaborated and a conceptual model was proposed. To validate this model and test hypotheses, the survey method was used with one hundred and eighteen patients from different teleconsultation specialties and the technique of Structural Equation Modeling was applied. The results show that the quality of the process and the object, that is, the efficiency and precision in providing the service, have greater relevance in consumer satisfaction. It was also evidenced that there is a strong association between satisfaction and recommendation intention. This study brings important contributions to the area, as it enables a better understanding of aspects that interfere with the satisfaction of an audience that is careful with the provision of services. The study also serves as a subsidy for practitioners (professionals and companies in the sector) since it can help in the elaboration of strategies for better patient care.