Impact of Technology on Healthcare Service Quality and Patient Satisfaction
Author Information
Author(s): Chang Hsin Hsin, Chang Ching Sheng
Primary Institution: National Cheng Kung University
Hypothesis
Do technology-based service encounters positively impact service quality and patient satisfaction?
Conclusion
The study found that technology-based service encounters improve service quality but do not directly enhance patient satisfaction.
Supporting Evidence
- Technology-based service encounters positively impact service quality.
- Network security has a positive moderating effect on service quality and patient satisfaction.
- Service quality significantly influences patient satisfaction.
Takeaway
Using technology in hospitals can make services better, but it doesn't always make patients happier.
Methodology
The study used questionnaires distributed to patients at two medical centers in Taiwan and analyzed the data using SPSS and LISREL.
Potential Biases
Potential bias due to self-reported data from questionnaires.
Limitations
The study only included patients from two medical centers in southern Taiwan, which may limit the generalizability of the findings.
Participant Demographics
Participants included 52.9% male and 47.1% female, with a majority aged 21-30 and most being married.
Statistical Information
P-Value
p<0.05
Statistical Significance
p<0.05
Digital Object Identifier (DOI)
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