UNDERSTANDING USERS’ PERCEPTION AND TRUSTWORTHINESS IN DIGITAL HEALTH PLATFORMS: CASES OF MARHAM.PK AND WEBMD.COM

Abstract

Background: The rapid advancement of digital technologies has transformed numerous sectors, including healthcare. Digital health platforms are increasingly being utilized to deliver accessible, convenient, and timely medical services, especially in resource-constrained settings. As more individuals turn to online consultation platforms, understanding user perception, trust, and perceived effectiveness becomes essential to evaluate their long-term viability and integration into healthcare systems.

Objective: This study aimed to examine the general perception, credibility, and effectiveness of digital health platforms, focusing on WebMD.com and Marham.pk, while exploring gender-based differences in user responses.

Methods: A cross-sectional survey design was adopted, targeting users of WebMD.com and Marham.pk. Data were collected from 513 respondents through a structured, self-administered questionnaire. The instrument measured three core constructs—user perception, trustworthiness, and effectiveness—using Likert scale-based items. Internal consistency was confirmed through Cronbach’s alpha, and both descriptive and inferential statistics were applied for analysis, including one-sample t-tests and Mann-Whitney U-tests.

Results: The study revealed a positive perception among users, with a mean perception score of 22.6 (SD = 3.4). Trustworthiness and credibility yielded a mean score of 35.5 (SD = 6.69), and effectiveness recorded a mean score of 25.8 (SD = 4.67), all significantly above neutral midpoints (p = .000). Gender-based analysis showed women demonstrated greater trust (mean rank = 257.38), while men scored higher in perception (mean rank = 265.27) and effectiveness (mean rank = 260.80), all with statistically significant results.

Conclusion: Digital health platforms like WebMD.com and Marham.pk are perceived as credible and effective tools for health management. Their future adoption and success depend on strengthening user trust and addressing concerns around data privacy.