THE ROLE OF TECHNOLOGY READINESS IN MODERATING HEALTHCARE TRANSFORMATION: A SYSTEMATIC LITERATURE REVIEW OF PATIENT SATISFACTION AND SERVICE ORIENTATION

Abstract

This study presents a systematic literature review (SLR) investigating the moderating role of Technology Readiness (TR) in the relationship between Customer Service Orientation (CSO) and patient satisfaction within healthcare systems, particularly in low- and middle-income countries (LMICs) such as Pakistan. Rapid technology improvements like telemedicine, mobile health apps, and electronic health records have not always been effectively adopted since patients and healthcare professionals are not always prepared for them. This study summarizes the results of 35 empirical and theoretical investigations, guided by the PRISMA framework and based on the Technology Readiness and Acceptance Model (TRAM). The findings show that by promoting easier adoption and use of digital technologies, high TR enhances the beneficial impact of CSO on patient satisfaction. On the other hand, even in cases where CSO is strong, low TR can reduce the perceived quality of services. In underprivileged areas with inadequate digital infrastructure and literacy, this disparity is especially noticeable. The study emphasizes the necessity of integrated approaches that improve technology preparedness and human-centered service. Initiatives for digital literacy, user-friendly technology design, and contextually appropriate legislative interventions are some of the main suggestions. For legislators, healthcare administrators, and system designers looking to enhance patient outcomes in rapidly changing digital healthcare environments, these findings provide useful insights.