College of Computing and Digital Media Dissertations

Date of Award

Spring 6-8-2021

Degree Type


Degree Name

Doctor of Philosophy (PhD)


School of Computing

First Advisor

Olayele Adelakun, PhD

Second Advisor

Xiaowen Fang, PhD

Third Advisor

Enid Montague, PhD

Fourth Advisor

Wencui Han, PhD


During the outbreak of the novel coronavirus (COVID-19) medical institutions and practitioners have drastically increased their adoption of telemedicine. The proliferation of telemedicine systems has sparked renewed interest among IS researchers in evaluating its usage. One of the main indicators used to measure the success of telemedicine services is patient satisfaction. Yet several problems exist with current methods used to evaluate telemedicine satisfaction. Patient satisfaction with telemedicine is frequently evaluated using either single question items or handmade instruments that are seldom assessed for validity. While telemedicine satisfaction is typically evaluated through single measures, satisfaction is considered a complex and multidimensional concept. Because of the lack of insight that satisfaction measures provide it may be difficult to interpret or act upon the results of evaluations. The goal of this study is to examine and evaluate the dimensionality of telemedicine satisfaction and its perceived value. This study achieves this by following a novel multi-phased mixed methods approach. This approach includes exploratory, confirmatory and evaluatory phases that are used to: 1) identify telemedicine satisfaction dimensions and their relationship to satisfaction; 2) develop and confirm a model of patient satisfaction with telemedicine and 3) evaluate the value of the results in practice. The results demonstrate a model of satisfaction informed by system quality, information quality, health service quality, usefulness, and additional intention measures. Additional findings demonstrate the challenges with subjective interpretations of satisfaction’s meaning by providers. Results show that interpretations can vary between single-item measures and dimensional views of satisfaction. Implications and recommendations are discussed.



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