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Time | Variable | Description and role in the research model | Scale | Included in Research Model | Included in Post Hoc Analysis |
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Pre (t1) | Service Quality Expectation | Forward-looking belief concerning the quality of the health service that provides a baseline value of expectations. | Likert scale of 1-5, ophthalmologist’s office to telemedicine | Yes | Yes |
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Pre (t1) | Service Preference | Pre-consumption inclination for face-to-face or telemedicine service that provides a baseline value of service preference. This variable is used in the post-hoc analysis. | Likert scale of 1-5, ophthalmologist’s office to telemedicine | No | Yes |
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Control (t1) | Health Insurance | Possession of health insurance, used as a control variable in the research model. | Binary scale, Yes/No (0=no, 1=yes) | Yes | No |
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Control (t1) | Prior Service Experience | Prior experience (in the last five years) with ophthalmologist exams, used as a control variable in the research model | Binary scale, Yes/No (0=no, 1=yes) | Yes | No |
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Post (t2) | Service Quality Performance | Post-consumption judgment that the actual service delivered quality outcomes. This variable is used in the post-hoc analysis. | Likert scale of 1-5, ophthalmologist’s office to telemedicine | No | Yes |
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Post (t2) | Service Preference | Post-consumption preference for face-to-face or telemedicine service. | Likert scale of 1-5, ophthalmologist’s office to telemedicine | Yes | Yes |
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Post (t2) | Disconfirmation | The difference between pre-consumption expectation and post-consumption performance. It may be positive or negative. | Calculated difference score between Service Quality Expectation (t1) and Service Quality Performance (t2) | Yes | No |
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Post (t2) | Satisfaction | A patient’s overall satisfaction with the telemedicine service. | Likert scale of 1-5, Terrible to Very good | Yes | No |
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