ประสิทธิภาพการให้บริการระบบการแพทย์ทางไกลของโรงพยาบาลภาครัฐในประเทศไทย

Yotch Thanyaluckpark; Ariya Pongpanich; Apinya Supich

Authors

Yotch Thanyaluckpark Faculty of Hospitality Industry Kasetsart University
Ariya Pongpanich Faculty of Hospitality Industry Kasetsart University
Apinya Supich Faculty of Hospitality Industry Kasetsart University

Keywords:

Service Efficiency, Technology Acceptance, Management Innovation, Service Quality, Intercultural Communication

Abstract

This research entitled “Service Efficiency of Telemedicine Systems in Public Hospitals in Thailand” aims to examine (1) the level of service efficiency of telemedicine systems in public hospitals in Thailand, and (2) the levels of technology acceptance, management innovation, service quality, and intercultural communication between medical personnel and service recipients. This study employed a quantitative research approach. The sample consisted of 400 users of telemedicine services in public hospitals in Thailand. The research instrument was a questionnaire, and data were analyzed using descriptive statistics, including mean and standard deviation.

The findings revealed that the overall service efficiency of telemedicine systems in public hospitals in Thailand was at a high level, with cost efficiency and service procedures showing the highest mean scores, followed by service volume, service quality, and service time, respectively. Additionally, technology acceptance, management innovation, service quality, and intercultural communication were all perceived at a high level. The results indicate that the development of telemedicine systems in public hospitals should focus on enhancing confidence in technology use, promoting management innovation in service delivery, improving service quality, and strengthening intercultural communication that aligns with the cultural diversity of service recipients, in order to sustainably enhance the efficiency of telemedicine service delivery.

References

กรมการแพทย์. (2566). รายงานสถิติการใช้บริการระบบการแพทย์ทางไกลของโรงพยาบาลภาครัฐ. กรุงเทพฯ: กรมการแพทย์.

กระทรวงสาธารณสุข. (2564). แนวทางการพัฒนาระบบการแพทย์ทางไกลของประเทศไทย. กรุงเทพฯ: สำนักนโยบายและยุทธศาสตร์.

Atmojo, J. T., Sudaryanto, W. T., Widiyanto, A., Ernawati, E. & Arradini, D. (2020). Telemedicine, cost effectiveness, and patient satisfaction: A systematic review. Journal of Health Policy and Technology, 9(3), 1–10.

Bhattacherjee, A. (2021). Understanding information systems continuance: An expectation–confirmation model. MIS Quarterly, 25(3), 351–370.

Birkinshaw, J., Hamel, G. & Mol, M. J. (2018). Management innovation. Academy of Management Review, 33(4), 825–845.

Chen, G. M. (2014). Intercultural communication competence: Summary of 30 years of research. China Media Research, 10(1), 1–11.

Chen, G. M. (2018). Intercultural communication and global interaction. Sage Publications.

Damanpour, F. (2019). Organizational innovation: A meta-analysis of effects of determinants and moderators. Journal of Management Studies, 56(2), 247–286.

Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319–340.

Deardorff, D. K. (2016). The identification and assessment of intercultural competence. Journal of Studies in International Education, 20(1), 1–20.

Donabedian, A. (2018). Evaluating the quality of medical care. The Milbank Quarterly, 96(2), 237–248.

Dorsey, E. R. & Topol, E. J. (2020). Telemedicine 2020 and the next decade. The Lancet, 395(10227), 859.

Grace, J. B. (2008). Structural equation modeling for observational studies. Journal of Wildlife Management, 72(1), 14–22.

Hall, E. T. (2019). The hidden dimension. Anchor Books.

Kittiratchakool, N., et al. (2025). Telemedicine utilization under Thailand universal coverage scheme. Journal of Global Health Policy, 12(1), 45–60.

OECD. (2020). Health at a glance 2020: OECD indicators. OECD Publishing.

Parasuraman, A., Zeithaml, V. A. & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.

Schumpeter, J. A. (2019). Capitalism, socialism and democracy. Routledge.

Venkatesh, V. & Davis, F. D. (2000). A theoretical extension of the technology acceptance model. Management Science, 46(2), 186–204.

Venkatesh, V., Morris, M. G., Davis, G. B. & Davis, F. D. (2023). User acceptance of information technology: Toward a unified view. MIS Quarterly, 27(3), 425–478.

World Health Organization. (2019). WHO guideline: Recommendations on digital interventions for health system strengthening. WHO.

Yan, X., Li, H. & Zhang, Y. (2025). Factors influencing telemedicine adoption in Thailand. BMC Health Services Research, 25(1), 1–12.