| Factors | Labels | Items |
| Completeness of information disclosure on the online consultation platform | Full disclosure of doctor information | A1 |
| I can ask for all the diseases I want to consult | A2 | |
| I can buy all the medicines I want on the platform | A3 | |
| Timeliness of service delivery on the online consultation platform | I can quickly find the information I want to find on the platform | B1 |
| The platform can quickly assign a doctor to me based on my condition | B2 | |
| The platform can handle my aftercare issues efficiently and quickly | B3 | |
| Reliability of doctors’ qualifications | I am reassured by the good reviews of the doctors | C1 |
| The authority of the doctor’s affiliation reassures me | C2 | |
| The doctor’s expertise in the type of disease I need | C3 | |
| Effectiveness of doctors’ feedback | The doctor may provide appropriate health advice quickly and effectively | D1 |
| The doctor was very responsible in providing treatment | D2 | |
| The doctor is very skilled in the online consultation process | D3 | |
| The doctor is very knowledgeable in providing disease informatio | D4 | |
| The doctor was able to help me find relief from my illness | D5 | |
| Ability of doctors to communicate | The doctor was able to answer my questions in a timely manner | E1 |
| Good communication between me and the doctor | E2 | |
| The doctor was honest and patient in answering the questions I asked | E3 | |
| Security of privacy | The platform may reveal my personal information | F1 |
| The platform may track my mobile phone usage habits | F2 | |
| The platform may track my mobile phone information and charge me for the consultation based on the amount I have spent historically | F3 | |
| Financial risk to patients | I am concerned that the online consultation will not be reimbursed by my health insurance | G1 |
| I am concerned that the online consultation is not priced correctly and that I will be charged for the service | G2 | |
| I am concerned that the online consultation service is provided without informing me of the charges for the service and that the charges are mandatory | G3 | |
| Time risk for patients | I am concerned that the time spent on the online consultation is ineffective | H1 |
| I am concerned about the length of time it takes to find the information I need | H2 | |
| I am concerned that medicines purchased on the platform will take longer to be delivered | H3 |