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

Outlet Title

Thirtieth Americas Conference on Information Systems

Authors

Abdullah Wahbeh, Slippery Rock University of PennsylvaniaFollow
Tyler Howes, Slippery Rock University of PennsylvaniaFollow
Omar F. El-Gayar, Dakota State UniversityFollow
Raed Seetan, Slippery Rock University of PennsylvaniaFollow
Mohammad Al-Ramahi, Texas A&M UniversityFollow

Document Type

Article

Publication Date

2024

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.

Recommended Citation

Wahbeh, Abdullah; Howes, Tyler; El-Gayar, Omar F.; Seetan, Raed; and Al-Ramahi, Mohammad, "Factors Affecting Users’ Satisfaction with Telehealth Apps: Analysis of User Reviews using BERT" (2024). Research & Publications. 415.
https://scholar.dsu.edu/bispapers/415