Investigating the Influence of Empowerment on Patients’ Satisfaction: How to Empower Patients in Online Health Consultation Platform

Abstract

Online health consultation platform becomes a significant channel for health consumers to seek online support and health consultation. As the health consultation moves from offline to online, it significantly changes the communication circumstance between patients and physicians. It is crucial to understand the empowerment process embedded in online physician-patient interaction, in turn to improve patients’ satisfaction on line health services. This study examined how social-structural empowerment and psychological empowerment affect patients’ satisfaction, as an empowerment outcome, in the online health consultation platform using text mining techniques and econometric analysis. Our results indicate that informational and emotional support can extrinsically empower patients and thereby increase their satisfaction. Psychological empowerment is also found that has two roles in the empowerment process, a partial mediating effect and a moderating effect on the relationship between social-structural empowerment and patients’ satisfaction. This study enriches the empowerment theory from a text mining perspective and extends the empowerment theory in the organizational context to the context of digital health.