TECHNOLOGY READINESS IN HEALTHCARE: IMPLICATIONS FOR PATIENT SATISFACTION AND SERVICE QUALITY

Abstract

This study conducts a systematic literature review (SLR) to examine the moderating role of Technology Readiness (TR) in the relationship between Customer Service Orientation (CSO) and patient satisfaction within healthcare systems, with a focus on low- and middle-income countries (LMICs) such as Pakistan. Despite rapid advancements in digital health technologies—such as telemedicine, mobile health applications, and electronic health records—adoption remains uneven due to limited preparedness among patients and healthcare professionals. Guided by the PRISMA framework and the Technology Readiness and Acceptance Model (TRAM), this review synthesizes findings from 35 empirical and theoretical studies. Results indicate that high TR amplifies the positive effect of CSO on patient satisfaction by facilitating smoother adoption and utilization of digital tools. Conversely, low TR diminishes service quality perceptions, even when CSO is strong, particularly in regions with limited digital infrastructure and literacy. The study underscores the importance of integrated strategies that enhance both technological readiness and human-centered care, recommending interventions such as digital literacy programs, user-friendly technology design, and context-specific regulatory measures. These insights provide valuable guidance for policymakers, healthcare administrators, and system designers seeking to improve patient outcomes in digitally evolving healthcare environments.