It's more than just use: An exploration of telemedicine use quality

“Simply saying that more use will yield more benefits without considering the nature of this use (and context) is clearly insufficient” [W.H. DeLone, E.R. McLean, The DeLone and McLean model of information system success: a ten-year update, Journal of Management Information Systems 19 (4) (2003) 9–30, p. 16]. Our research specifies the use quality construct in the context of a mission critical system deployment—namely, the use of medical video conferencing for patient exams. The product of this field study is a socio-technical framework for use quality in telemedicine service encounters. We also propose generalized categories (which may extend across domains) for identified attributes, provide a comparative overview of patient and provider perspectives, and discuss the effects of and remedies for selected attribute deficiencies.