Building a Quality Digital Patient Experience Based on Innovation in Dental and Oral Health Services Facilities
Julia Famor Pratami, Ratih Hurriyati, Vanessa Gaffar, Bambang Widjajanta

Universitas Pendidikan Indonesia
Jalan Dr. Setiabudhi no 229 Bandung, Indonesia
juliafamorpratami[at]upi.edu
ratih[at]upi.edu
vanessagaffar[at]upi.edu
bambangwidjajanta[at]upi.edu

Abstract

Digitalization has begun to emerge in the health care industry as an effort to overcome the issues related to access to health services. Thus, this study aims at examining the relationship between innovation, quality of health care, and digital patient experience in dental health care facilities in West Java. Data collection was carried out using an online survey involving 214 patients spread throughout West Java, in which the data were analyzed using linear regression and path analysis. The findings reveal that innovation and quality of health services had a significant role in realizing digital patient experience. In addition, there was an indirect influence between the quality of health services and the digital patient experience through innovation. The novelty of this research is the testing and analysis of the relationship between innovation, quality of health care, and digital patient experience in a conceptual model, which was carried out at health care facilities in West Java as a unit of research analysis.

Keywords: digital patient experience, quality of health services, innovation, healthcare

Topic: Marketing Management