Evaluating Service Quality, Patient Satisfaction, and Technological Integration in Asian Healthcare: A Dual-Database Analysis of Trends and Insights
摘要
Quality in healthcare is a multidimensional and often-contested construct, with definitions varying widely across the literature. Disagreement persists in part because healthcare quality is hard to capture being intangible, heterogeneous, and produced and consumed simultaneously. This study examines how competing notions of quality particularly service quality and patient satisfaction are applied in Asian healthcare contexts. It conducts a comprehensive bibliometric review of research indexed in Web of Science and Scopus databases, yielding 783 Asia-focused articles after screening. The analysis highlights the core service-quality dimensions (tangibles, reliability, responsiveness, assurance, and empathy) as central drivers of patient satisfaction. It also considers how demographic and cultural factors shape patient experiences, underscoring the need for region-specific improvements. A notable trend is the rise of technology-enabled approaches, including human-centered artificial intelligence designed to support clinician decision-making, patient-centered care, and access. Overall, the review maps key trends, influential contributors, and research gaps, and outlines implications for providers, policymakers, and scholars seeking to enhance healthcare delivery in Asia.