Currently submitted to: JMIR Human Factors
Date Submitted: Feb 14, 2026
Open Peer Review Period: Feb 16, 2026 - Apr 13, 2026
(currently open for review)
Warning: This is an author submission that is not peer-reviewed or edited. Preprints - unless they show as "accepted" - should not be relied on to guide clinical practice or health-related behavior and should not be reported in news media as established information.
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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Copyright
© The authors. All rights reserved. This is a privileged document currently under peer-review/community review (or an accepted/rejected manuscript). Authors have provided JMIR Publications with an exclusive license to publish this preprint on it's website for review and ahead-of-print citation purposes only. While the final peer-reviewed paper may be licensed under a cc-by license on publication, at this stage authors and publisher expressively prohibit redistribution of this draft paper other than for review purposes.