The IRMA Community
Newsletters
Research IRM
Click a keyword to search titles using our InfoSci-OnDemand powered search:
|
Towards a Customer-Centric Framework for Evaluation of E-Health Service Quality
Abstract
As the awareness of the importance of healthcare service quality and pressures from stakeholders continue to grow, healthcare service providers have no option except to develop appropriate service quality evaluation procedures. Patient satisfaction is imperative, and has become a critical issue especially in e-health services. Although healthcare service providers have become aware of the need for improving customer experience through provision of customer-centric services, virtually none of the existing e-health quality evaluation frameworks are grounded on customer-centric metrics. In this chapter, a critical analysis of existing evaluation initiatives is presented from the context of e-health services. Critical areas of e-health service are investigated to determine quality dimensions that influence customer experience. From this analysis, a customer-centric evaluation framework is proposed, comprising four e-health service quality scales. The framework provides a platform for continuous improvement in e-health service.
Related Content
|
Emrah Arğın.
© 2022.
16 pages.
|
|
Ebru Gülbuğ Erol, Mustafa Gülsün.
© 2022.
17 pages.
|
|
Yeşim Şener.
© 2022.
18 pages.
|
|
Salim Kurnaz, Deimantė Žilinskienė.
© 2022.
20 pages.
|
|
Dorothea Maria Bowyer, Walid El Hamad, Ciorstan Smark, Greg Evan Jones, Claire Beattie, Ying Deng.
© 2022.
29 pages.
|
|
Savas S. Ates, Vildan Durmaz.
© 2022.
24 pages.
|
|
Nusret Erceylan, Gaye Atilla.
© 2022.
20 pages.
|
|
|