Abstract

Digital transformation integrates technology to modernize traditional processes. Asynchronous online health interactions (AOHIs) have revolutionized patient access to health information globally. Despite widespread AOHI implementation, few studies have thoroughly examined patient satisfaction or assessed the success of AOHI processes. This study, grounded in relational communication theory, introduces three fundamental dimensions for conceptualizing the success of AOHI process—interaction depth, information intensity, and relationship duration. It delves into the correlation between these key interaction factors and patient satisfaction. Additionally, the study identifies two distinctive characteristics of AOHI—provision of medical records and indirect interaction—as contingent elements influencing the proposed relationships. The research model developed, termed the Asynchronous Online Health Interaction Model, underwent empirical testing using a robust dataset comprising 79,591 patient-physician interactions extracted from a prominent online healthcare platform. Results reveal that (1) interaction depth, information intensity, and relationship duration positively impact AOHI satisfaction, and (2) the provision of medical records and indirect interaction moderate the effects of interaction depth and information intensity while amplifying the influence of relationship duration on AOHI satisfaction. This study significantly advances existing literature by providing a comprehensive conceptualization of the AOHI process. It highlights specific interaction behaviors and platform features pivotal for satisfaction and offers valuable insights for future healthcare research and practical applications, ultimately enhancing patient experience and healthcare delivery.

DOI

10.17705/1jais.00952

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