Abstract
This study analyzed the relationship between e-government and perceived service quality in a public hospital in Ica, Peru, during 2026. A quantitative, observational, cross-sectional, and non-experimental study was conducted with 373 users using two 15-item questionnaires. Data were analyzed through descriptive statistics and ordinal logistic regression. Both e-government and service quality were predominantly concentrated at the in-progress level. The overall model showed a significant association between the two variables (p = 0.023; Nagelkerke pseudo R² = 0.272). Access to information and ICT interrelation showed significant associations, whereas interoperability did not reach statistical significance. The findings indicate that hospital digital transformation requires the integration of technologies, information, and processes to generate perceptible improvements in the user experience.
References
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[4] F. M. Idzi and R. C. Gomes, “Digital governance: Government strategies that impact public services,” Global Public Policy and Governance, vol. 2, no. 4, pp. 427–452, 2022, doi: 10.1007/s43508-022-00055-w.
[5] A. S. Alnaser, K. A. Theep, and H. Alhanatleh, “Do e-government services affect Jordanian customer loyalty?,” Marketing and Management of Innovations, no. 2, pp. 17–30, 2022, doi: 10.21272/mmi.2022.2-02.
[6] O. Lo, W. J. Buchanan, S. Sayeed, P. Papadopoulos, N. Pitropakis, and C. Chrysoulas, “GLASS: A citizen-centric distributed data-sharing model within an e-governance architecture,” Sensors, vol. 22, no. 6, Art. no. 2291, 2022, doi: 10.3390/s22062291.
[7] A. Parasuraman, V. A. Zeithaml, and L. L. Berry, “SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality,” Journal of Retailing, vol. 64, no. 1, pp. 12–40, 1988.
[8] P. Koebe and S. Bohnet-Joschko, “The impact of digital transformation on inpatient care: Mixed methods study,” JMIR Public Health and Surveillance, vol. 9, Art. no. e40622, 2023, doi: 10.2196/40622.
[9] A. I. Stoumpos, F. Kitsios, and M. A. Talias, “Digital transformation in healthcare: Technology acceptance and its applications,” International Journal of Environmental Research and Public Health, vol. 20, no. 4, Art. no. 3407, 2023, doi: 10.3390/ijerph20043407.
[10] O. J. Canfell, L. Woods, Y. Meshkat, J. Krivit, B. Gunashanhar, C. Slade, A. Burton-Jones, and C. Sullivan, “The impact of digital hospitals on patient and clinician experience: Systematic review and qualitative evidence synthesis,” Journal of Medical Internet Research, vol. 26, Art. no. e47715, 2024, doi: 10.2196/47715.
[11] A. Snowdon, A. Hussein, A. Olubisi, and A. Wright, “Digital maturity as a strategy for advancing patient experience in US hospitals,” Journal of Patient Experience, vol. 11, 2024, doi: 10.1177/23743735241228931.
[12] A. Snowdon, A. Hussein, M. Danforth, A. Wright, and R. Oakes, “Digital maturity as a predictor of quality and safety outcomes in US hospitals: Cross-sectional observational study,” Journal of Medical Internet Research, vol. 26, Art. no. e56316, 2024, doi: 10.2196/56316.
[13] O. Fennelly, D. Moroney, M. Doyle, J. Eustace-Cook, and M. Hughes, “Key interoperability factors for patient portals and electronic health records: A scoping review,” International Journal of Medical Informatics, vol. 183, Art. no. 105335, 2024, doi: 10.1016/j.ijmedinf.2023.105335.
[14] S. Vanderhout, S. Taneja, C. L. Heidebrecht, J. X. Nie, L. Seuren, R. Giri, T. Tang, E. Mansfield, K. Kuluski, and W. P. Wodchis, “Impacts on quality of care following electronic health record implementation within a large Canadian community hospital: A qualitative study,” BMJ Open, vol. 15, no. 4, Art. no. e097646, 2025, doi: 10.1136/bmjopen-2024-097646.
[15] I.-M. Păcuraru, A. Năstac, A. Zamfir, Ș. S. Busnatu, O. Andronic, and A.-R. Artamonov, “Digital transformation of medical services in Romania: Does the healthcare system meet the current needs of patients?,” Healthcare, vol. 13, no. 20, Art. no. 2549, 2025, doi: 10.3390/healthcare13202549.
[16] N. M. Hinostroza-Robles, L. B. Rodriguez-Lazaro, L. E. Luna-Campos, A. N. Prado-Espinoza, and R. A. Castelo-Collado, “Salud digital en la eficiencia y la calidad de los sistemas de salud latinoamericanos: Una revisión de la literatura,” Más Vita. Revista de Ciencias de la Salud, vol. 7, no. 4, 2025, doi: 10.47606/acven/mv0300.
[17] World Health Organization, WHO Guideline: Recommendations on Digital Interventions for Health System Strengthening. Geneva, Switzerland: World Health Organization, 2019.
[18] Ministerio de Salud del Perú, Documento Técnico: Agenda Digital del Sector Salud 2020–2025. Lima, Perú: Ministerio de Salud, 2020.
[19] Presidencia del Consejo de Ministros, “Decreto Legislativo N.° 1412, Decreto Legislativo que aprueba la Ley de Gobierno Digital,” Lima, Perú, 2018.
[20] OCDE, Health at a Glance 2023: OCDE Indicators. Paris, France: OCDE Publishing, 2023, doi: 10.1787/7a7afb35-en.
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