Background: A multi-dimensional telemedicine patient satisfaction measure is utilized to provide managerial insights into where service improvements are needed and factors that impact patient service perceptions. This research explores the influence of patient demographics on telemedicine satisfaction. Four dimensions of telemedicine patient satisfaction (health benefits, patient-centered care, monetary costs, and non-monetary costs) were compared across patient gender, income, and education levels. Methods: A survey of 440 US telemedicine patients on patient satisfaction was measured with Likert scale items to create a multi-dimensional construct using the SERVQUAL model. MANOVA, ANOVA, and linear contrasts were used to examine the impact of patient demographics on telemedicine satisfaction dimensions. Results: The findings revealed that patient demographic characteristics moderated various dimensions of their telemedicine experience satisfaction. Satisfaction with telemedicine health benefits was moderated by patient gender and income levels. Patient-centered care was moderated by patient gender, income, and education levels. Satisfaction with the monetary cost of telemedicine was associated with patient gender and education level. Patient education level influenced their satisfaction with telemedicine non-monetary costs. Discussion: Notable trends include generally higher patient satisfaction for women and those with lower education levels. Patient income showed mixed trends regarding the four dimensions of patient satisfaction. Improvements in patient health literacy along with customized services may improve telemedicine patient care satisfaction and health outcomes. Conclusions: Measuring telemedicine patient satisfaction with a multi-dimensional assessment tool provides insights into how patient demographics influence perceptions of services received. The findings highlighted perceptions of telemedicine patient satisfaction dimensions that differed across patient demographics and provided insights into their overall impact on telemedicine patient satisfaction.

Background/Objectives: This study examined telemedicine patient satisfaction as a multidimensional construct. In addition to overall satisfaction, four satisfaction dimensions were examined (health benefits, patient-centered care, financial costs, and non-financial costs). The aim of this study was to determine if overall satisfaction and the predictive capacity of the defined satisfaction dimensions varied across the nine countries studied. Methods: Subjects were telemedicine patients from Australia, Brazil, Canada, Germany, India, Japan, Mexico, the United Kingdom, and the United States. A questionnaire using Likert scale items measured the patient satisfaction variables. Telemedicine patient overall satisfaction was the dependent variable, and the four dimensions of satisfaction were the independent variables. ANOVA tested for differences in patient overall satisfaction. Regression analysis examined the significance of the four satisfaction dimensions as predictors of overall satisfaction. Random forest machine learning assessed which dimension in each country was the best predictor of overall satisfaction. Results: Telemedicine patient satisfaction was found to differ across countries. Patients in India and Brazil had the highest mean overall satisfaction, whereas patients in Japan had the lowest. Patient-centered care was the most important predictor of overall satisfaction in all countries except the United States and Japan, where the greatest predictor was telemedicine non-financial costs. Conclusions: Telemedicine patient satisfaction differences were observed across the countries studied. Telemedicine service providers may need to adapt their service offerings to align with local patient expectations and norms to maximize satisfaction. A multidimensional examination of telemedicine patient satisfaction may be able to provide potential insights into target areas for service improvements.