Telemedicine Patient Satisfaction Across Nine Countries: A Cross-Sectional Comparative Study.
- 1Faculty of Medicine, Juntendo University, 2-1-1 Hongo, Bunkyo, Tokyo 113-8421, Japan.
- 2School of Business-Data Analytics, Arkansas Tech University, 106 West O Street, Russellville, AR 72801, USA.
- 3School of Business-Marketing, Arkansas Tech University, 106 West O Street, Russellville, AR 72801, USA.
Abstract
Background/Objectives: This study examined telemedicine patient satisfaction as a multidimensional construct. In addition to overall satisfaction, four satisfaction dimensions were examined (health benefits, patient-centered care, financial costs, and non-financial costs). The aim of this study was to determine if overall satisfaction and the predictive capacity of the defined satisfaction dimensions varied across the nine countries studied. Methods: Subjects were telemedicine patients from Australia, Brazil, Canada, Germany, India, Japan, Mexico, the United Kingdom, and the United States. A questionnaire using Likert scale items measured the patient satisfaction variables. Telemedicine patient overall satisfaction was the dependent variable, and the four dimensions of satisfaction were the independent variables. ANOVA tested for differences in patient overall satisfaction. Regression analysis examined the significance of the four satisfaction dimensions as predictors of overall satisfaction. Random forest machine learning assessed which dimension in each country was the best predictor of overall satisfaction. Results: Telemedicine patient satisfaction was found to differ across countries. Patients in India and Brazil had the highest mean overall satisfaction, whereas patients in Japan had the lowest. Patient-centered care was the most important predictor of overall satisfaction in all countries except the United States and Japan, where the greatest predictor was telemedicine non-financial costs. Conclusions: Telemedicine patient satisfaction differences were observed across the countries studied. Telemedicine service providers may need to adapt their service offerings to align with local patient expectations and norms to maximize satisfaction. A multidimensional examination of telemedicine patient satisfaction may be able to provide potential insights into target areas for service improvements.
Related
- Association between nurses’ caring behaviors and patient satisfaction in inpatient wards of a hospital in South Tangerang city: A cross-sectional study
- Cost-Effectiveness of Telemedicine-Based Screening Programs for Retinopathy of Prematurity in Low- and Middle-Income Countries
- Patient Satisfaction With a One-Stop Service Center in a Tertiary Hospital: A Cross-Sectional Study.
- Perceived shared decision-making (SDM) involvement and its association with patient satisfaction among primary healthcare visitors in Makkah city: a cross-sectional study
- Association of one-stop administrative and logistics services with patient satisfaction in smart hospitals: A multicenter cross-sectional study.
BibTeX
@article{mason2026telemedicine,
title = {{Telemedicine Patient Satisfaction Across Nine Countries: A Cross-Sectional Comparative Study.}},
author = {Andrew N Mason and Matt Brown and Kevin Mason},
journal = {Healthcare (Basel, Switzerland)},
year = {2026},
month = oct,
doi = {10.3390/healthcare14203493},
url = {https://europepmc.org/article/MED/42940538},
note = {CC BY},
}
RIS
TY - JOUR
TI - Telemedicine Patient Satisfaction Across Nine Countries: A Cross-Sectional Comparative Study.
AU - Andrew N Mason
AU - Matt Brown
AU - Kevin Mason
PY - 2026
DA - 2026/10/17
JO - Healthcare (Basel, Switzerland)
DO - 10.3390/healthcare14203493
UR - https://europepmc.org/article/MED/42940538
AB - Background/Objectives: This study examined telemedicine patient satisfaction as a multidimensional construct. In addition to overall satisfaction, four satisfaction dimensions were examined (health benefits, patient-centered care, financial costs, and non-financial costs). The aim of this study was to determine if overall satisfaction and the predictive capacity of the defined satisfaction dimensions varied across the nine countries studied. Methods: Subjects were telemedicine patients from Australia, Brazil, Canada, Germany, India, Japan, Mexico, the United Kingdom, and the United States. A questionnaire using Likert scale items measured the patient satisfaction variables. Telemedicine patient overall satisfaction was the dependent variable, and the four dimensions of satisfaction were the independent variables. ANOVA tested for differences in patient overall satisfaction. Regression analysis examined the significance of the four satisfaction dimensions as predictors of overall satisfaction. Random forest machine learning assessed which dimension in each country was the best predictor of overall satisfaction. Results: Telemedicine patient satisfaction was found to differ across countries. Patients in India and Brazil had the highest mean overall satisfaction, whereas patients in Japan had the lowest. Patient-centered care was the most important predictor of overall satisfaction in all countries except the United States and Japan, where the greatest predictor was telemedicine non-financial costs. Conclusions: Telemedicine patient satisfaction differences were observed across the countries studied. Telemedicine service providers may need to adapt their service offerings to align with local patient expectations and norms to maximize satisfaction. A multidimensional examination of telemedicine patient satisfaction may be able to provide potential insights into target areas for service improvements.
SN - 2227-9032
ER -