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A2a Exploring the Digital Healthcare Customer’s Experience
Key Words
Experience, technology, healthcare, service, digital health, perceived usefulness. security, trust
Short Description
Digital technologies are now an integral part of healthcare, yet little is known as to how these technologies are affecting the healthcare customer's experience. In the age of digital health, understanding how the healthcare customer's experience is affected by their role clarity, perceived usefulness of digital health technology as well as the customer's digital health technology concerns (e.g., security, privacy, and trust) is of paramount interest as healthcare providers are pressured to create positive experiences without sacrificing efficiency. A nationwide study (n= 412) on healthcare customers' use of digital health technology, in the form of a healthcare patient portal (a secure online website that provides access to and the ability to manage personal health information), demonstrates that customer experience is positively related to perceived usefulness of digital technology. Results also illuminate the relationship between privacy, security, and trust on customer experience, revealing the possibility of a "privacy paradox". Results illustrate that understanding the role of digital technology in healthcare is of critical importance to the customer experience
First & Corresponding Author
Genevieve O'Connor, Fordham University
Authors in the order to be printed
Genevieve O'Connor, Susan Myrden, Linda Alkire, Kyungwon Lee, Soeren Kocher, Jerome Williams