From Virtual Care to Real Satisfaction

The COVID-19 pandemic significantly accelerated the adoption of telemedicine, making it vital for safe and accessible healthcare delivery. This narrative review explores the relationship between service quality and patient satisfaction in telemedicine, synthesizing findings from 49 studies. Using the SERVQUAL model—tangibility, reliability, responsiveness, assurance, and empathy—the study identifies key dimensions affecting patient experience. Results highlight improved communication, convenience, reduced wait times, and cost savings as critical satisfaction drivers. Functional and technical quality aspects are both crucial in evaluating service quality. While demographic factors had minimal impact, increased telemedicine use correlated with higher satisfaction. The review underscores the need for more nuanced, qualitative research to refine measurement tools and better understand patient perspectives. Findings offer insights for healthcare providers and policymakers aiming to enhance telemedicine services in a patient-centered care landscape.