ASSESSING THE IMPACT OF A PAPERLESS HEALTHCARE ENVIRONMENT ON PATIENT SATISFACTION AND LOYALTY

Abstract

The proposed research investigates factors that influence the satisfaction and loyalty of patients in a paperless healthcare context and is based on the theoretical framework of the Unified Theory of Acceptance and Use of Technology (UTAUT). It is planned to focus on performance expectancy, effort expectancy, service quality, and doctor performance as constructs that influence patient satisfaction, which affects patient loyalty. To collect data of multiple aspects concerning the acceptance of digital healthcare, it is encouraged to focus on healthcare professionals such as doctors, managers, executives, and officers. To analyze the correlation within constructs, it is planned to make use of SEM (structural equation modeling) with bootstrapping. Overall, the research findings state that doctor performance, effort expectancy, and service quality have an influence on patient satisfaction, while performance expectancy does not. It is also determined that patient satisfaction positively affects patient loyalty. The research underlines the importance of simple and easy-to-use digital healthcare systems, high service quality, and successful performance of doctors in the interaction with patients. The research has managerial implications for health care providers, suggesting additional education for medical professionals, making systems more user-friendly, and improving tools that make it easier for patients to interact with digital healthcare technologies. It is suggested to consider other determinants in further research regarding the adoption of digital healthcare technologies, such as trust, data security, and patient demographics. Overall, the proposed research project contributes to understanding the principle of the effectiveness and adoption of paperless healthcare technologies.