Factors Affecting the Recommendation Intention of Telemedicine App Among Generation Z

Abstract

Purpose: This study aims to identify the factors influencing the recommendation intention and continued use of telemedicine services, focusing specifically on Generation Z users.

Design/methodology/approach: A quantitative, positivist approach was adopted, integrating the UTAUT and the DOI model. The study used a cross-sectional survey with a sample size of 580 respondents to objectively measure and analyze the factors influencing telemedicine adoption

Findings: The findings indicate that perceived usefulness, perceived trust, openness to change, and actual use are significantly associated with users’ recommendation intention toward telemedicine services, whereas social influence does not show a significant direct relationship with recommendation intention.

Research limitations/implications: The study's reliance on self-reported data may introduce bias, and the cross-sectional design limits causal inferences. Future research should consider longitudinal studies for deeper insights.

Practical implications: The findings provide actionable insights for healthcare providers to enhance telemedicine services tailored to Generation Z's preferences, ultimately improving patient engagement and satisfaction.

Originality/value: This study contributes original evidence on telemedicine adoption by showing that recommendation intention among Generation Z users is shaped more by openness to change and post-adoption evaluations than by traditional cost- or trust-based usage drivers.

Objective: To explore how various factors influence Generation Z's intention to recommend telemedicine services.