Return to search

Veterans’ Service Experiences in Healthcare: a Self-service Technology Orientation

This work focuses on how to improve medical services for veterans in a manner that will result in high levels of satisfaction and attainment of needed services. This research assess how veterans access healthcare and receive service. The problem to be addressed relates to reports by veteran healthcare organizations regarding the presence of gaps in coverage and customer service disparities in healthcare. Common concerns involve the gaps between veterans’ expectations for services and the provided services. This study created a survey instrument that contextualized components of established scales along with demographics and constructs specific to the current study. This study assessed the relationships among a variety of constructs and dimensions with healthcare expectations and service quality using a series of simple regressions. The results showed a statistically significant relationship between quality and the use or intention to use technology. The study supports the contention that respondents are willing to use self-service technologies. Technology that incorporates digital devices into healthcare services offers an opportunity to bridge service gaps and holds a promise for giving veterans faster access to service and care in a beneficial manner.

Identiferoai:union.ndltd.org:unt.edu/info:ark/67531/metadc500005
Date08 1900
CreatorsRobertson, Rachael
ContributorsPrybutok, Victor, Oppong, Joseph, Piorot, Jim
PublisherUniversity of North Texas
Source SetsUniversity of North Texas
LanguageEnglish
Detected LanguageEnglish
TypeThesis or Dissertation
FormatText
RightsPublic, Robertson, Rachael, Copyright, Copyright is held by the author, unless otherwise noted. All rights Reserved.

Page generated in 0.0018 seconds