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Article

Does Internet Use Affect Individuals’ Medical Service Satisfaction? Evidence from China

by 1, 2 and 3,4,*
1
International Business School, Shaanxi Normal University, Xi’an 710119, Shaanxi, China
2
School of Public Economics and Administration, Shanghai University of Finance and Economics, Shanghai 200433, China
3
School of Economics and Management, Tongji University, Shanghai 200092, China
4
School of Management and Labor Relations, Rutgers University, New Brunswick, NJ 08901, USA
*
Author to whom correspondence should be addressed.
Healthcare 2020, 8(2), 81; https://doi.org/10.3390/healthcare8020081
Received: 9 March 2020 / Revised: 25 March 2020 / Accepted: 28 March 2020 / Published: 31 March 2020
(This article belongs to the Section TeleHealth and Digital Healthcare)
Empirical evidence that combines traditional factors and information technology factors to predict public attitudes toward to medical services is inadequate. To fill this gap, this study investigates the impact of Internet use on people’s satisfaction with medical services by employing the Chinese Social Survey for 2013, 2015 and 2017 (including 28,239 samples in total). Estimation results under the ordered probit reveal that Internet use is negatively correlated with individuals’ medical services satisfaction. The results support the negativity bias theory, namely, compared with positive information, netizens pay more attention to negative medical-related information on the Internet. The results are still reliable by adopting substitution variable methods, subdividing the samples, employing other estimation methods and carrying out placebo tests to conduct robustness checks. This study further enriches the literature on public attitudes toward medical services and provides additional policy implications for medical risk management in the digital era. View Full-Text
Keywords: Internet use; medical service satisfaction; satisfaction; negativity bias; medical risk management Internet use; medical service satisfaction; satisfaction; negativity bias; medical risk management
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MDPI and ACS Style

Liu, H.; Gong, X.; Zhang, J. Does Internet Use Affect Individuals’ Medical Service Satisfaction? Evidence from China. Healthcare 2020, 8, 81. https://doi.org/10.3390/healthcare8020081

AMA Style

Liu H, Gong X, Zhang J. Does Internet Use Affect Individuals’ Medical Service Satisfaction? Evidence from China. Healthcare. 2020; 8(2):81. https://doi.org/10.3390/healthcare8020081

Chicago/Turabian Style

Liu, Hu, Xiaomei Gong, and Jiaping Zhang. 2020. "Does Internet Use Affect Individuals’ Medical Service Satisfaction? Evidence from China" Healthcare 8, no. 2: 81. https://doi.org/10.3390/healthcare8020081

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