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THE MODERATING ROLE OF TECHNOLOGICAL INNOVATIONS ON THE RELATIONSHIP BETWEEN OPERATIONAL PERFORMANCE AND PATIENT SATISFACTION

Abstract: The main purpose of this study is to explore the moderating role of technological innovations on the relationship between operational performance towards patient satisfaction. The study presented the first step towards a systematic and theoretical approach in understanding the patient satisfaction. To achieve this, the theory synthesizing and model approaches are adopted. Self-administrated questionnaires will be used to gather data. The findings highlighted that healthcare establishments need to focus on technology-based services due to the decreasing level of satisfaction when population rises. In order to cope with this issue, technological based management system and equipment’s need to be introduced to enhance the operational performance of hospitals, which reduces the delays in treatment and ease the burden of practitioners. The strategy also brings improvement in patient care services and higher level of trust towards hospitals. The study also benefits scholars and open a new avenue for researchers and academia. The paper concluded that appropriate measuring protocols such as technology acceptance model (TAM) and technology readiness model (TRM) need to be incorporated to effectively gauge the effectiveness of the organizational performance and patient satisfaction in the light of technological innovation. 
Keywords: Technological innovation, Operational performance, Patients satisfaction