Strategies for technology-driven service encounters for patient experience satisfaction in hospitals

초록

This study empirically examines the effects of a patient learning experience and technology-driven service encounters on patients' satisfaction with their experience in using self-service capabilities of digital devices and systems in large hospitals. The research model and associated hypotheses were tested using structural equations modeling based on data collected from 212 patients who had care experience at large hospitals in metropolitan areas of South Korea. The findings of the study indicate that patients' learning experience with technologies and technology-driven service encounters encourage patients to participate in the treatment process, which in turn positively affect patients' experience satisfaction. The study results present implications regarding the relationships among patient learning, technology-driven service encounters, participation in treatment processes, and experience satisfaction. The study also provides new insights to hospital administrators regarding investment strategies in medical technologies to optimize their impact on care quality and patient experience satisfaction. Technology-driven devices and systems are especially critical for knowledge-intensive transformative institutions like hospitals for quality patient services and efficient operations. Thus, healthcare organizations should minimize the disruptive effect of innovative technological applications by developing effective planning, education/training, and user guide.

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