The impact of digitalization on patient satisfaction in healthcare institutions - a case study of public, private, and university-affiliated healthcare institutions

This study was conducted to examine the impact of digitalization on patient satisfaction in healthcare services in Turkey, comparing public, private, and university-affiliated healthcare institutions. In line with the increasing evidence that digital health applications are transforming healthcare delivery processes, the research evaluated the effects of digitalization on service accessibility, process quality, information flow, trust, speed, and patient experience using a holistic approach. Using a quantitative research method, data was collected through surveys from a large sample of patients with different socio-demographic characteristics and healthcare professionals. The data were analyzed using statistical methods such as Exploratory Factor Analysis, reliability tests, multiple regression analysis, and group comparisons. The findings showed that digitalization has a strong and positive effect on patient satisfaction; ease of use, speed of access, and transparency of information in digital systems significantly increased satisfaction. Significant differences were observed among institution types; satisfaction reached the highest values in university-affiliated healthcare institutions, while it was at a moderate level in private hospitals and at a lower level in public hospitals. Demographic variables had an impact on satisfaction and digital usage; It has been determined that age, education, and income levels significantly differentiate institutional preference and adaptation to digitalization. The positive correlation between digital competency levels and job satisfaction among healthcare professionals indicates that digital transformation should be addressed not only from a technical perspective but also from a human resources standpoint. In conclusion, digitalization is emerging as a critical element in Turkey, strengthening the quality, speed, security, and accessibility of healthcare services; however, for this transformation to be effective and sustainable, it is necessary to develop strategies specific to institution types, increase the digital competencies of healthcare professionals, and support digital health literacy throughout society.