Factors that Impact the Performance of e-Health Service Delivery System

Abstract

In the information society, electronic healthcare service (e-health), the new concept of medical treatment, has been introduced to improve health and healthcare. In order to deliver e-Health more efficiently, we focus on the improvement of internal service systems. Based on service blueprinting, we divide the e-Health delivery system into three parts: 1. support processes, 2. intra-organization communication, and 3. contact employees. We hypothesize that a good e-Health support processes in terms of staff training and IT support activities can contribute to higher levels of contact employees' service quality, which in turn improves the quality of customer actions. We are also interested in investigating the role of intra-organizational communication in the e-Health service delivery. Four types of intra-organizational communication in e-Health are identified and their impacts on employee service quality are explored.