Analysis and Assessment of Quality of Medical Services in Conditions of Digital Transformation

  • E. S. Rolbina
  • E. N. NovikovaEmail author
  • N. S. Sharafutdinova
  • O. V. Martynova
  • R. M. Akhmetshin
Conference paper
Part of the Advances in Intelligent Systems and Computing book series (AISC, volume 908)


The paper is devoted to use of quantitative methods of marketing analysis of the quality of medical services in conditions of implementation of «E-Healthcare» program in the Republic of Tatarstan. Informatization has direct impact on the progress in health care, both in the direction of development of the sphere itself, and monitoring the state of health of patients. Modern technologies change the form of work of medical organizations of various profiles and raise it to the qualitatively new level, including introduction of differentiated methods of diagnosis, treatment and prognosis of diseases into medical practice. The issue of developing electronic services for assessing patient satisfaction with the quality of service for further modeling the relationships of clients with a medical organization is becoming relevant. The authors have analyzed existing methods for assessing the quality of medical service in the service sector and substantiated quantitative studies using statistical methods for assessing the quality of medical services based on customer satisfaction. The measures on modernization of the Unified State Information System (USIS) “E-Healthcare”, as well as measures to improve the quality of services provided by the medical organization are proposed.


Consumer loyalty Customer service satisfaction digitalization of healthcare Electronic service Service quality assessment 


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Copyright information

© Springer Nature Switzerland AG 2020

Authors and Affiliations

  • E. S. Rolbina
    • 1
  • E. N. Novikova
    • 1
    Email author
  • N. S. Sharafutdinova
    • 1
  • O. V. Martynova
    • 1
  • R. M. Akhmetshin
    • 1
  1. 1.Institute of Management, Economics and Finance, Kazan Federal UniversityKazanRussia

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