Evaluation of Smart Technologies Applications to Improve Service Quality and Customer Satisfaction: An Investigation of Smart Hospitals in Kerala state, India
The healthcare industry is rapidly changing with the advent of technology. The traditional medical practice has lost its productivity with the ever-increasing population. The IoT revolution is fast-paced and has provided a wide variety of smart health applications in the global market. A smart hospital uses data and AI to enhance the work of the healthcare providers and administrators. They can also provide services that are consistent and high-quality to the welfare of the patients. In order to gain a competitive advantage in the market, healthcare institutes must improve their service quality and customer satisfaction. Kerala state is reported to have one of the best health systems in India. This study compare the various factors that influence the service quality and customer satisfaction in relation to Smart Healthcare in Kerala. A survey analysis was done to study the customer satisfaction to various smart health provisions in the hospitals across the state. The findings from the study states that service quality and patient satisfaction are correlated. The study also confirms that the patients are aware of the various smart health provisions in the market and are willing to adapt them. Furthermore, directions for future research in this aspect are suggested.
