Document Type

Conference Proceeding

Publication Date

2024

Abstract

Telehealth mobile apps and telehealth services are increasingly used by patients, particularly, post-COVID-19. This study examines factors related to users’ satisfaction with these apps and services by analyzing reviews from actual telehealth app users. A total of 53,209 reviews were collected from nine telehealth apps on the Google Play store. Using BERT embeddings, UMAP, and HDBSCAN, topics were generated and labeled to identify these factors. Results showed that telehealth app users expressed several factors related to satisfaction with telehealth apps, which could impact the acceptability and adoption of such apps. These include usability (ease of use), usefulness, convenience and efficiency, cost and affordability, technical performance and connectivity, professionalism and expertise, and comprehensive care support.

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Originally published as part of the AMCIS 2024 conference proceedings:

Wahbeh, Abdullah; Howes, Tyler; El-Gayar, Omar; Seetan, Raed; Al-Ramahi, Mohammad; and Al-Omari, Ahmed, "Factors Affecting Users’ Satisfaction with Telehealth Apps: Analysis of Users Reviews using BERT" (2024). AMCIS 2024 Proceedings. 24. https://aisel.aisnet.org/amcis2024/health_it/health_it/24

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