Quality and User Satisfaction of the Telemedicine Service in Cardiology During COVID-19

ABSTRACT

The objective of this study was to determine the relationship between the quality of telemedicine service in cardiology and user satisfaction during COVID-19 at the Victor Lazarte Echegaray Hospital - Trujillo, Peru, in 2021. The research methodology used is the hypothetical method deductive with a non-experimental quantitative approach and descriptive correlational analysis with cross-sectional design. For this study, a total of n = 96 patients (100%) were surveyed and received care in the telemedicine services in cardiology. Two types of survey instruments were used, the first SERVQHOS is to evaluate the quality of the telemedicine service, and the Second SERVQUAL is for user satisfaction and its dimensions such as reliability, responsiveness, security, empathy, and tangibility. We used the Spearman correlation coefficient to determine the association between telemedicine service quality versus user satisfaction and its dimensions. The results show a significant relationship of p < 0.05 between the two variables and a moderate positive correlation of Rho = 0.525. In addition, most of the patients surveyed (41.7%) during the COVID-19 pandemic indicated that the telemedicine service is regular and safety is acceptable. © 2023, The Author(s), under exclusive license to Springer Nature Switzerland AG.