Abstract
BackgroundEnhancing service efficiency and quality has always been one of the most important factors to heighten competitiveness in the health care service industry. Thus, how to utilize information technology to reduce work load for staff and expeditiously improve work efficiency and healthcare service quality is presently the top priority for every healthcare institution. In this fast changing modern society, e-health care systems are currently the best possible way to achieve enhanced service efficiency and quality under the restraint of healthcare cost control. The electronic medical record system and the online appointment system are the core features in employing e-health care systems in the technology-based service encounters.MethodsThis study implemented the Service Encounters Evaluation Model, the European Customer Satisfaction Index, the Attribute Model and the Overall Affect Model for model inference. A total of 700 copies of questionnaires from two authoritative southern Taiwan medical centers providing the electronic medical record system and the online appointment system service were distributed, among which 590 valid copies were retrieved with a response rate of 84.3%. We then used SPSS 11.0 and the Linear Structural Relationship Model (LISREL 8.54) to analyze and evaluate the data.ResultsThe findings are as follows: (1) Technology-based service encounters have a positive impact on service quality, but not patient satisfaction; (2) After experiencing technology-based service encounters, the cognition of the service quality has a positive effect on patient satisfaction; and (3) Network security contributes a positive moderating effect on service quality and patient satisfaction.ConclusionIt revealed that the impact of electronic workflow (online appointment system service) on service quality was greater than electronic facilities (electronic medical record systems) in technology-based service encounters. Convenience and credibility are the most important factors of service quality in technology-based service encounters that patients demand. Due to the openness of networks, patients worry that transaction information could be intercepted; also, the credibility of the hospital involved is even a bigger concern, as patients have a strong sense of distrust. Therefore, in the operation of technology-based service encounters, along with providing network security, it is essential to build an atmosphere of psychological trust.
Highlights
Enhancing service efficiency and quality has always been one of the most important factors to heighten competitiveness in the health care service industry
Based on the above statements, the objectives of this study can be defined as follows: (1) To build a new integration model of technology-based service encounters; (2) To investigate whether technology-based service encounters have a positive impact on service quality; (3) To investigate whether technology-based service encounters have a positive impact on patient satisfaction; (4) To examine whether after experiencing technology-based service encounters, the cognition of the service quality has a positive effect on patient satisfaction; and (5) To scrutinize whether network security contributes a moderating effect between service quality and patient satisfaction
The framework of this study is shown in figure 1: Research hypotheses This study aims to discuss the relationship among technology-based service encounters, service quality, patient satisfaction and network security, in which hypotheses are proposed according to research objectives, literature review, and research framework, as follows: Sampling Method Two authoritative southern Taiwan medical centres which provide both electronic medical record system and the online appointment system services were selected for this study to examine the correlation among technology-based service encounters, service quality, patient satisfaction and network security by means of questionnaires
Summary
Enhancing service efficiency and quality has always been one of the most important factors to heighten competitiveness in the health care service industry. How to utilize information technology to reduce work load for staff and expeditiously improve work efficiency and healthcare service quality is presently the top priority for every healthcare institution In this fast changing modern society, e-health care systems are currently the best possible way to achieve enhanced service efficiency and quality under the restraint of healthcare cost control. The electronic medical record system and the online appointment system are the core features in employing e-health care systems in the technology-based service encounters. In such a world influenced by the rapid development of the computerization trend, overall medical costs have currently surged to cover the expense of use and development of new equipment, technology and rapidly expanded service volume. With an EMRS (electronic medical records system), is record keeping time for doctors and other health care staff reduced, but patient waiting time formerly extended by handwriting is cut [6], and tracking time on historically related records is reduced just by accessing the integrated central system through the computer [7]
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