Validating the relationship between service quality, patient sensitivity and experience towards medical applications using SERVQUAL. (December 2022)

• Record Type: Journal Article
• Authors: Malathi, A.; Jasim, K.Mohamed
• Is Part Of: International journal of medical informatics. Volume 168(2022)
• Publication Date: 2022-12
• Subjects: Medical applications (applications) -- Service quality -- Patient experience -- Patient sensitivity; Medical informatics -- Periodicals; Information science -- Periodicals; Computers -- Periodicals; Medical technology -- Periodicals; Medical Informatics -- Periodicals; Technology, Medical -- Periodicals; Computers; Information science; Medical informatics; Medical technology; Electronic journals; Periodicals; Electronic journals; 610.285
• DOI: 10.1016/j.ijmedinf.2022.104883
• Languages: English
• ISSNs: 1386-5056

Abstract

Highlights: Reframed the methods and conclusion section in the abstract. Theoretical and practical implications included in the manuscript. Citation and references format corrected as per the journal format. Limitations and scope for further research incorporated. In the entire manuscript, "Mobile Apps" has been changed to mobile applications. Abstract: 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.