Track: Undergraduate Student Paper Competition

Abstract

Telemedicine is a service that provides remote clinical services by utilizing telecommunication services. It aims to provide medical care access to patients regardless of geographic challenges. The use of telemedicine in the Philippines has been underutilized not until the occurrence of the Coronavirus (COVID-19) pandemic. Improving the service quality of telemedicine can help Filipinos improve their quality of life using such services. With the use of the service quality (SERVQUAL) framework to identify the factors affecting the satisfaction of the patients, online survey questionnaires via Google Forms were disseminated through different reliable and open access platforms to gather data, and Analytic Hierarchy Process (AHP) to evaluate and analyze the key indicators. Based on the result of this study, patients consider assurance as a key indicator of the service quality of telemedicine with a priority rating of (37.2%). This is followed by reliability (27.1%), empathy (17.6%), responsiveness (12.7%), and tangibility (5.4%). It can also be inferred that among the two (2) sub-criteria under assurance, the competency of the telemedicine service affects their perception of its service quality. Furthermore, the application of skills training for physicians in telemedicine services can further improve patient satisfaction.