Factors Affecting Users’ Satisfaction with Telehealth Apps: Analysis of Users Reviews using BERT

Presenter Information

Abdullah Wahbeh, Slippery Rock University of PennsylvaniaFollow
Tyler Howes, Slippery Rock University of PennsylvaniaFollow
Omar El-Gayar, Dakota State UniversityFollow
Raed Seetan, Slippery Rock University of PennsylvaniaFollow
Mohammad Al-Ramahi, Texas A&M University - San AntonioFollow
Ahmed Al-Omari, Our Lady of the Lake UniversityFollow

Paper Type

Complete

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.

Paper Number

1573

Author Connect URL

https://authorconnect.aisnet.org/conferences/AMCIS2024/papers/1573

Comments

SIGHEALTH

Recommended Citation

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