E-service Evaluation: User satisfaction measurement and implications in health sector

Abstract

E-appointment systems are useful for patients to plan and organize their medical appointments online. Managing appointments in healthcare organizations and ambulatory care settings is a difficult process and one frequent challenge that several healthcare professionals have to overcome is related to non-attendance. Findings from previous surveys indicate that many physicians are willing to use these systems and patients would be probably to book an online appointment with their health care provider, if the e-appointment system was available. There is a lack of empirical studies that have examined the adoption, user acceptance, and effectiveness of e-appointment systems in private care services. The purpose of this article was the application of the MUSA (MUlticriteria Satisfaction Analysis) method to measure the extent of users’ satisfaction of an e-appointment system of a Greek state hospital in Thessaloniki and to provide useful data to the administrators in order to be able to make better decisions and determine which characteristics of the service need to be improved.