Background: The quality of the patient experience has become one of the key pillars of service in the healthcare industry. Positive word-of-mouth, higher retention, and loyalty to healthcare providers are all influenced by a good and positive patient experience. This study was proposed to examine the relationship between service quality of medical apps, patient sensitivity, and patient experience.
Methods: Data were gathered from a sample of 387 respondents utilising medical applications to access various services. A few standardised questionnaires, including SERVQUAL, were used to collect the data. Python programming was used to perform the collected data's structural equation modelling (SEM) analysis.
Results: The findings show that there is a significant impact of service quality of medical apps on patient sensitivity and patient experience and also patient experience has a strong and positive relationship with patient sensitivity.
Conclusion: The research results indicate that patients prioritised service quality factors like reliability, tangibility, empathy, responsiveness and assurance when selecting services from medical applications.
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| http://dx.doi.org/10.1016/j.ijmedinf.2022.104883 | DOI Listing |
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