Currently submitted to: JMIR Human Factors
Date Submitted: Feb 14, 2026
Open Peer Review Period: Feb 16, 2026 - Apr 13, 2026
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User Satisfaction of Self-Service Kiosks Among Older Patients: A Study Based on the DeLone and McLean IS success model
ABSTRACT
Background:
The aging population has become a rapidly expanding user base in smart hospital outpatient departments, posing a significant challenge. Their lower familiarity with digital technology, together with inherent device design flaws, hinders the overall satisfaction among older patients.
Objective:
To better understand these potential barriers and promote equitable access to digital healthcare for this demographic, this study examined user satisfaction of self-service kiosks and its influencing factors among older patients.
Methods:
A cross-sectional study was conducted among 240 older outpatients recruited from a tertiary hospital in Beijing from July to September 2025. Using a 26-item questionnaire and based on the DeLone and McLean IS Success Model (D&M IS Success Model), we employed statistical description and ordinal logistic regression to analyze the determinants of user satisfaction, which were visualized via a forest plot.
Results:
Results of this study showed that user satisfaction exhibited significant positive associations with both information quality and interface quality among older patients. Our findings are in line with the D&M IS Success Model. Additionally, the role of seeking assistance from fellow patients as a marginally significant predictor of user satisfaction merits further consideration.
Conclusions:
The aged-friendly optimization of self-service kiosks, particularly in information quality and interface quality, serves as a cornerstone for equitable digital healthcare and enhanced patient satisfaction within smart services. Furthermore, interpersonal peer support may act as a critical driver in promoting the utilization of self-service kiosks among older patients.
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