Exploring consumer sentiments in telemedicine and telehealth services: Towards an integrated framework for innovation
This study explores consumer sentiments towards telemedicine and telehealth services using data from various digital platforms. Leveraging Brand24 for real-time data collection and NVivo 14 for in-depth content analysis, the research examines netizen reviews to reveal their perceptions, experiences,...
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| Format: | Article |
| Language: | English |
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Elsevier
2025-03-01
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| Series: | Journal of Open Innovation: Technology, Market and Complexity |
| Subjects: | |
| Online Access: | http://www.sciencedirect.com/science/article/pii/S2199853124002476 |
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| author | Faisal Binsar Mts. Arief Viany Utami Tjhin Indah Susilowati |
| author_facet | Faisal Binsar Mts. Arief Viany Utami Tjhin Indah Susilowati |
| author_sort | Faisal Binsar |
| collection | DOAJ |
| description | This study explores consumer sentiments towards telemedicine and telehealth services using data from various digital platforms. Leveraging Brand24 for real-time data collection and NVivo 14 for in-depth content analysis, the research examines netizen reviews to reveal their perceptions, experiences, and expectations of remote healthcare services. The results identify three primary themes: challenges, benefits, and innovations. Identified challenges include service quality concerns and limited accessibility, which hinder operational efficiency and user satisfaction. Conversely, users highlight benefits such as improved convenience and reduced costs, enhancing the appeal of telehealth services. The theme of innovation underscores the importance of continuous technological advancements, which improve service quality and address evolving consumer needs. This integrated framework provides valuable insights for healthcare providers, enabling them to better align strategies with consumer expectations and foster a culture of continuous improvement in telemedicine and telehealth services. The findings suggest leveraging consumer feedback from digital platforms to drive social open innovation and enhance patient-centered care. |
| format | Article |
| id | doaj-art-979498986dcb445ca9d58f18c4b362cb |
| institution | DOAJ |
| issn | 2199-8531 |
| language | English |
| publishDate | 2025-03-01 |
| publisher | Elsevier |
| record_format | Article |
| series | Journal of Open Innovation: Technology, Market and Complexity |
| spelling | doaj-art-979498986dcb445ca9d58f18c4b362cb2025-08-20T02:39:29ZengElsevierJournal of Open Innovation: Technology, Market and Complexity2199-85312025-03-0111110045310.1016/j.joitmc.2024.100453Exploring consumer sentiments in telemedicine and telehealth services: Towards an integrated framework for innovationFaisal Binsar0Mts. Arief1Viany Utami Tjhin2Indah Susilowati3Faculty of Economics and Business, Muhammadiyah University Berau, 77311, Indonesia; Corresponding author.Management Department, BINUS Business School Doctor of Research in Management, Bina Nusantara University, Jakarta 11480, IndonesiaManagement Department, BINUS Business School Doctor of Research in Management, Bina Nusantara University, Jakarta 11480, IndonesiaFaculty of Economics and Business, Diponegoro University, Semarang, IndonesiaThis study explores consumer sentiments towards telemedicine and telehealth services using data from various digital platforms. Leveraging Brand24 for real-time data collection and NVivo 14 for in-depth content analysis, the research examines netizen reviews to reveal their perceptions, experiences, and expectations of remote healthcare services. The results identify three primary themes: challenges, benefits, and innovations. Identified challenges include service quality concerns and limited accessibility, which hinder operational efficiency and user satisfaction. Conversely, users highlight benefits such as improved convenience and reduced costs, enhancing the appeal of telehealth services. The theme of innovation underscores the importance of continuous technological advancements, which improve service quality and address evolving consumer needs. This integrated framework provides valuable insights for healthcare providers, enabling them to better align strategies with consumer expectations and foster a culture of continuous improvement in telemedicine and telehealth services. The findings suggest leveraging consumer feedback from digital platforms to drive social open innovation and enhance patient-centered care.http://www.sciencedirect.com/science/article/pii/S2199853124002476Digital innovationOpen innovationTelemedicineTelehealthOnline reviewSentiment analysis |
| spellingShingle | Faisal Binsar Mts. Arief Viany Utami Tjhin Indah Susilowati Exploring consumer sentiments in telemedicine and telehealth services: Towards an integrated framework for innovation Journal of Open Innovation: Technology, Market and Complexity Digital innovation Open innovation Telemedicine Telehealth Online review Sentiment analysis |
| title | Exploring consumer sentiments in telemedicine and telehealth services: Towards an integrated framework for innovation |
| title_full | Exploring consumer sentiments in telemedicine and telehealth services: Towards an integrated framework for innovation |
| title_fullStr | Exploring consumer sentiments in telemedicine and telehealth services: Towards an integrated framework for innovation |
| title_full_unstemmed | Exploring consumer sentiments in telemedicine and telehealth services: Towards an integrated framework for innovation |
| title_short | Exploring consumer sentiments in telemedicine and telehealth services: Towards an integrated framework for innovation |
| title_sort | exploring consumer sentiments in telemedicine and telehealth services towards an integrated framework for innovation |
| topic | Digital innovation Open innovation Telemedicine Telehealth Online review Sentiment analysis |
| url | http://www.sciencedirect.com/science/article/pii/S2199853124002476 |
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