Customer Experience in Healthcare: Literature Review


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ARSLAN KURTULUŞ S. , Cengiz E.

ISTANBUL BUSINESS RESEARCH, vol.51, no.1, pp.291-312, 2022 (Journal Indexed in ESCI) identifier

  • Publication Type: Article / Review
  • Volume: 51 Issue: 1
  • Publication Date: 2022
  • Doi Number: 10.26650/ibr.2022.51.867283
  • Title of Journal : ISTANBUL BUSINESS RESEARCH
  • Page Numbers: pp.291-312
  • Keywords: Patient Experience, Healthcare, Customer Experience, Satisfaction, Loyalty, PATIENT EXPERIENCE, SERVICE EXPERIENCE, CO-CREATION, QUALITY, SATISFACTION, IMPACT, QUESTIONNAIRE

Abstract

This paper provides a perspective on customer experience in healthcare services. The aim of this paper is to make a literature research about customer experience in the healthcare sector. In this context, it is examined how customer experience in healthcare is measured, what dimensions it consists of and how customer experience in healthcare relates to other variables. This paper uses a comprehensive literature research method to customer experience in the healthcare sector. This paper suggests that there is no clear definition of the concept of customer experience in healthcare and it consists of many different dimensions. It is determined that there are very limited studies on customer experience in healthcare. Also a commonly accepted scale measuring the customer experience in healthcare has not been found in the literature. Variables related to customer experience in healthcare in previous studies have been identified. The variables related to customer experience in healthcare are found as customer satisfaction and customer loyalty. Previous studies have shown that providing a good customer experience is an important part of providing customer satisfaction and customer loyalty.