A mixed-methods approach to identifying and exploring the causes of the electronic service gap between hospital website developers and users

被引:4
作者
Hung, Wei-Hsi [1 ]
Tseng, Chih-Lang [1 ]
Chang, Fang-Kai [2 ]
Wu, Yi-Che [3 ]
机构
[1] Natl Chengchi Univ, Dept Informat Management, Taipei, Taiwan
[2] Feng Chia Univ, Dept Business Adm, 100 Wenhwa Rd, Taichung, Taiwan
[3] Natl Chung Cheng Univ, Dept Informat Management, Chiayi, Taiwan
基金
中国博士后科学基金;
关键词
E-service quality; hospital service quality; expectation gap; hospital website; CUSTOMER SATISFACTION; QUALITY; INFORMATION; MODEL; HEALTH; GUIDELINES; DELIVERY;
D O I
10.1080/09537325.2021.2003322
中图分类号
C93 [管理学];
学科分类号
12 ; 1201 ; 1202 ; 120202 ;
摘要
This study aimed to identify the gap between the expectations of website developers and users regarding the quality of services provided through information technology or network services (e-service quality) in a hospital environment and to discover the major causes of this gap. The study methodology included two stages. In the first stage, an analytic hierarchy process (AHP) questionnaire based on e-service quality theories was used to identify the gap between 'website developer-expected e-service quality' and 'user-expected e-service quality' In the second stage, a series of in-depth interviews with website developers at hospitals was conducted to understand the causes of the gaps. Seven causes of e-service gaps between website developers' and users' expectations of website quality were identified: purpose, perception, professional skills, equipment, responsibility, perspective, and differences in habits. Moreover, this research explores the positive and negative directions of the gaps.
引用
收藏
页码:1296 / 1309
页数:14
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