The rapid digitization of feedback mechanisms in healthcare has highlighted the significance of electronic word-of-mouth (e-WOM) in shaping patient decisions and assessing service quality.
This study used a mixed-method approach, methodically evaluating literature and empirically assessing survey data to examine the impact of negative electronic word-of-mouth on patients' views of healthcare service quality and their decision-making in Noida, India. Utilizing the SERVQUAL paradigm, the outcome delineates and quantifies the service quality discrepancies across five dimensions: tangibles, reliability, responsiveness, assurance, and empathy.
The systematic review of 28 studies indicates that healthcare service quality is multidimensional, with patient experiences influenced by factors including reliability, responsiveness, assurance, empathy, tangibility, communication, professional competence, cleanliness, waiting time, and patient-centred care. The review also highlights the growing role of electronic word-of-mouth (eWOM) and online patient-generated information in communicating healthcare experiences and shaping perceptions of healthcare providers. The empirical survey further demonstrates the importance of eWOM in healthcare decision-making: 84.7% of respondents searched online reviews before selecting a healthcare provider, while 85.2% reported avoiding a provider because of negative online reviews. The findings suggest that systematic monitoring of eWOM, staff communication and behavioural training, improved waiting-time management, and greater transparency regarding treatment costs may support healthcare service improvement.
Research indicates significant discrepancies between patient care expectations and actual service delivery experiences, with a pronounced lack of responsiveness and empathy evident in public health facilities. Proposed strategies for healthcare authorities include staff behavioural training, queue management tools, and proactive internet reputation management.