Impact of Digitalization of Hospital Services on Customer Centric Strategies that realize customers’ expectation and ensure customer satisfaction

Abstract

Digitalization of Hospital Services derived the revolutionary change of healthcare sector where the system meets quality services through technological support system. The smart marketing practices are becoming essential for creating awareness about the digital hospital services among the target customers in the society. Systematic market research and analysis on customer expectations from hospital services can provide the right direction of presenting the customer centric strategies that can ensure the maximum level of satisfaction to the patients. The primary objectives of the present study are to analyse the impact of digitalizing healthcare services on customer centric strategies and to understand the level of satisfaction through latest technology in hospital services. The collected data were analysed by using statistical tools of descriptive statistics, t-test and ANOVA. There is a significant level of Digitalization of Hospital Services on Customer Centric Strategies in Bangalore. The prime outcome of the research initiative presents the positive impact of digitalizing healthcare services on customer centric strategies that ensure high level of satisfaction to the target audience of higher class and middle-class family members in Bengaluru. The research outcomes and the suggestions will interconnect the future research initiatives in the area of Health Care service quality that will reach to everyone in our society.