Dissertation
Distrust and familiarity: a quantitative exploration of patients' intention to use telemedicine
Doctor of Business Administration (D.B.A.), Drexel University
May 2026
DOI:
https://doi.org/10.17918/00011386
Abstract
This quantitative study examined the relationship between patient intention to use telemedicine, distrust in and familiarity with telemedicine, as well as condition type among patients in the Northeastern United States. Grounded in social exchange theory, the study explored how patients evaluate risks and benefits associated with both healthcare providers and telemedicine platforms. Data were collected from a sample of 600 adults in the United States using an online survey administered through Qualtrics Panels. A between-subjects experimental design was employed, incorporating a 2x2 manipulation of condition type (stigma vs. non-stigma; routine vs. urgent). Principal components analysis was used to assess construct validity, resulting in a revised model focusing on distrust, familiarity, and condition type due to measurement limitations with trust constructs. Multiple regression analysis and ANOVA were conducted to examine the relationships among variables. The results indicated that distrust was a significant negative predictor of intention to use telemedicine, while familiarity was a positive predictor. Additionally, stigmatized conditions were associated with lower intention to use telemedicine, whereas routine conditions and the interaction between stigma and routine were not significant. Practically, the results suggest that healthcare organizations should prioritize reducing distrust and increasing patient familiarity with telemedicine platforms to enhance adoption. Future research should further examine the role of trust and refine measurement approaches in technology-mediated healthcare settings.
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Details
- Title
- Distrust and familiarity
- Creators
- Karsten Russell-Wood
- Contributors
- Lauren D'Innocenzo (Advisor)
- Awarding Institution
- Drexel University
- Degree Awarded
- Doctor of Business Administration (D.B.A.)
- Publisher
- Drexel University
- Number of pages
- x, 93 pages
- Resource Type
- Dissertation
- Language
- English
- Academic Unit
- Bennett S. LeBow College of Business; Drexel University
- Other Identifier
- 991022184675404721