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Title: E-service Evaluation: User satisfaction measurement and implications in health sector
Authors: Kitsios, Fotis
Stefanakakis, Stavros
Kamariotou, Maria
Dermentzoglou, Lambros
Type: Article
Subjects: FRASCATI::Social sciences::Economics and Business::Business and Management
FRASCATI::Engineering and technology::Electrical engineering, Electronic engineering, Information engineering
Keywords: E-service
User satisfaction
Health care sector
Issue Date: 2019
Source: Computer Standards & Interfaces
Volume: 63
First Page: 16
Last Page: 26
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.
ISSN: 0920-5489
Other Identifiers: 10.1016/j.csi.2018.11.002
Appears in Collections:Department of Applied Informatics

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