Resumen
El estudio analizó la relación entre el gobierno electrónico y la calidad percibida de los servicios en un hospital público de Ica, Perú, durante 2026. Se desarrolló una investigación cuantitativa, observacional, transversal y no experimental con 373 usuarios, empleando dos cuestionarios de 15 ítems. Los datos se analizaron mediante estadística descriptiva y regresión logística ordinal. El gobierno electrónico y la calidad del servicio se concentraron predominantemente en el nivel en proceso. El modelo global mostró una asociación significativa entre ambas variables (p=0,023; pseudo R² de Nagelkerke=0,272). El acceso a la información y la interrelación de las TIC presentaron asociaciones significativas, mientras que la interoperabilidad no alcanzó significancia estadística. Los hallazgos evidencian que la transformación digital hospitalaria requiere integrar tecnologías, información y procesos para generar mejoras perceptibles en la experiencia del usuario.
Citas
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[2] OCDE, The OCDE Digital Government Policy Framework: Six Dimensions of a Digital Government, OCDE Public Governance Policy Papers, no. 2. Paris, France: OCDE Publishing, 2020, doi: 10.1787/f64fed2a-en.
[3] T. Hariguna, A. Ruangkanjanases, and Sarmini, “Public behavior as an output of e-government service: The role of new technology integrated in e-government and antecedent of relationship quality,” Sustainability, vol. 13, no. 13, Art. no. 7464, 2021, doi: 10.3390/su13137464.
[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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