The Technology Acceptance, Management Innovation, Service Quality, and Effectiveness of Telemedicine Services in Large Hospitals in Thailand

Abstract

Telemedicine has played an increasingly important role in expanding access to healthcare services, reducing limitations related to time and travel, and supporting the continuous monitoring of patients. However, the effectiveness of such services still depends on technology acceptance, the adjustment of management processes, and service quality. This research aimed to examine the levels of technology acceptance, management innovation, service quality, and telemedicine service effectiveness in large hospitals in Thailand. This study employed a quantitative survey research design. The sample consisted of 300 users of telemedicine services. The research instrument was a five-point rating scale questionnaire. The data were analyzed using frequency, percentage, mean, and standard deviation. The findings revealed that: 1) overall technology acceptance was at a high level  (X̄ = 3.62, S.D. = 0.70), with perceived ease of use and perceived usefulness having the equally highest mean scores; 2) management innovation was at a high level (X̄ = 3.57, S.D. = 0.72), with product and service innovation having the highest mean score; 3) service quality was at a high level (X̄ = 3.48, S.D. = 0.85), although responsiveness to users’ needs was at a moderate level; and 4) service effectiveness was at a high level (X̄ = 3.46, S.D. = 0.85), with service continuity having the highest mean score, while service adequacy had the lowest mean score. The findings indicate that hospitals should place greater emphasis on response speed, the adequacy of personnel and service hours, and the integration of telemedicine processes into a comprehensive service system.