Abstract
In the course of recent years, Indian healthcare services specialists and providers have given importance to consumer loyalty and satisfaction along with the quality for treatment. Nevertheless, there is little evidence from Indian analysts and researchers working at medicinal services customers as well as in different areas of service sector. The studies which have been conducted form either a fragmentary conglomeration or remain explicit and specific. Subsequently, it is not clear what the researchers have precisely learnt about customer of human services and what areas need further investigation. Thus, the motivation behind the present investigation is to build up a broad and deliberate study on healthcare customers, to comprehend the connection between them and the necessities from service providers. The paper further recognizes the components related with ICT for healthcare services and factors influencing the customers’ satisfaction levels. It deals with changing customers’ expectations and experiences, with especial reference to healthcare services, process, correspondence and communication, with the progression of ICT in the recent years. It assists the healthcare service providers to become customer-focused by embracing recent ICT services thereby helping them in providing better healthcare.
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Sharma, A., Alvi, I. (2020). Healthcare Services Customers’ ICT-Related Expectations and Experiences. In: Sharma, H., Pundir, A., Yadav, N., Sharma, A., Das, S. (eds) Recent Trends in Communication and Intelligent Systems. Algorithms for Intelligent Systems. Springer, Singapore. https://doi.org/10.1007/978-981-15-0426-6_12
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DOI: https://doi.org/10.1007/978-981-15-0426-6_12
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