Examining the Impact of the dimensions of TAM theory on Patient Satisfaction mediated by patient centricity

Abstract

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The swift use of telemedicine has revolutionized healthcare delivery, especially in technologically advanced health systems like the United Arab Emirates. This study examines the influence of telemedicine service quality and the characteristics of the Technology Acceptance Model (TAM) on patient satisfaction, with patient centricity analyzed as a mediating variable. Data were gathered from 478 outpatient users of telemedicine services at four public hospitals in Dubai. Partial Least Squares Structural Equation Modeling (PLS-SEM) was utilized. Findings demonstrate that functional quality, patient cognition, medical costs, and perceived utility greatly impact patient satisfaction, although technical quality does not have a direct effect. Patient centricity substantially mediates all relationships. The research enhances digital health literature by synthesizing the Technology Acceptance Model, SERVQUAL, and patient-centric frameworks.