Validating the relationship between service quality, patient sensitivity and experience towards medical applications...

Area of Science:

• Health Informatics
• Patient Experience Research
• Digital Health Services

Background:

• Patient experience is a critical factor in healthcare, influencing patient loyalty and provider retention.
• Medical applications are increasingly used for accessing healthcare services, making their quality paramount.

Purpose of the Study:

• To investigate the relationship between the service quality of medical applications, patient sensitivity, and overall patient experience.
• To understand how different service quality dimensions affect patient perceptions and interactions with digital health tools.

Main Methods:

• Data collected from 387 respondents using medical applications for various services.
• Standardized questionnaires, including SERVQUAL, were employed for data collection.
• Structural Equation Modeling (SEM) analysis was conducted using Python programming.

Main Results:

• Service quality of medical apps significantly impacts both patient sensitivity and patient experience.
• A strong, positive relationship exists between patient experience and patient sensitivity.
• Key service quality factors influencing patient choices include reliability, tangibility, empathy, responsiveness, and assurance.

Conclusions:

• High service quality in medical apps is crucial for enhancing patient experience and sensitivity.
• Patients prioritize specific attributes of service quality when engaging with digital health platforms.
• Findings highlight the importance of optimizing medical app design and service delivery to meet patient expectations.