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Dissertation
Traditional care providers vs. digital care providers: who will win over the perceptions of consumers?
Doctor of Business Administration (D.B.A.), Drexel University
Feb 2022
DOI:
https://doi.org/10.17918/00001242
Abstract
In today's competitive market in the healthcare industry, medical technologies and digital innovations are essential elements in developing an organizational advantage in care delivery against traditional care organizations. Given how broad the discussion is around digital health, cost, and adoption, the focus of this research is on mobile care apps as one example of digital innovation. We studied the behavioral intention of patients to switch between the mobile method and other traditional care delivery models by asking the question of what factors influence patient's perceived value in care delivery, and to what extent do such factors influence patient's behavioral intention to stay with their current provider or to switch to another provider. Therefore, the main objective that this study aims to achieve is to provide strategic insights to senior healthcare executives at traditional care delivery organizations, such as insurance companies and healthcare systems, on how healthcare customers perceive value and value care experience, and how such perception may influence the consumer's behavioral intention to switch providers. Building on the Technology Acceptance Model (TAM), Gefen's papers on trust and perceived contract violation were an integral part of this quantitative empirical research. TAM, trust, planned behavior, perceived value, and perceived contract violation, as well as their impact on both consumer behavior and the decision-making process in seeking care, played an important role in our analysis. Furthermore, we hypothesized the behavioral intention to switch provider is influenced by multiple key factors such as perceived value, perceived control, perceived contract violation, financial support, and access to care. In terms of potential limitations and weaknesses of this research, the simplified approach to the problem, its application to healthcare only, the small sample size, and the focus on certain regional and specific digital applications or solutions were considered potential weaknesses.
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Details
- Title
- Traditional care providers vs. digital care providers
- Creators
- Mohamed Abdelsalam Ali
- Contributors
- David Gefen (Advisor)
- Awarding Institution
- Drexel University
- Degree Awarded
- Doctor of Business Administration (D.B.A.)
- Publisher
- Drexel University; Philadelphia, Pennsylvania
- Number of pages
- xii, 199 pages
- Resource Type
- Dissertation
- Language
- English
- Academic Unit
- Bennett S. LeBow College of Business; Drexel University
- Other Identifier
- 991017132622204721