Driving Revisit Intentions Through Medical Information and Service Quality in General Hospitals: An Extended...

As Information and Communication Technology (ICT) advances, the healthcare market is shifting toward a consumer-centered paradigm. This study analyzes the structural relationships between medical information quality, medical service quality, and Technology Acceptance Model (TAM) variables to determine their impact on patient satisfaction and revisit intentions in a general hospital context.

An online survey was conducted with 376 consumers who had experience using general hospitals in South Korea between June and December 2024. Data were analyzed using structural equation modeling (SEM) with SPSS 29.0 and AMOS 29.0. Ethical measures, including informed consent and anonymity, were strictly followed.

Findings indicate that among medical information quality factors, accuracy significantly enhanced perceived usefulness, while timeliness positively influenced perceived ease of use. Regarding medical service quality, both accessibility and responsiveness significantly improved both usefulness and ease of use, with responsiveness being the most powerful predictor of ease of use (β = 0.655). While both TAM variables significantly increased patient satisfaction, only perceived ease of use and satisfaction directly drove revisit intentions; perceived usefulness influenced revisit intention only through the mediation of satisfaction.

Patient satisfaction is a paramount factor directly influencing loyalty. Healthcare administrators should prioritize the accuracy and timeliness of digital health information while improving service responsiveness to enhance long-term hospital competitiveness in the proactive consumer era.