Technology-oriented Customers’ Expectations in Indian Healthcare Services

Customer expectations in healthcare continue to increase and they are to be managed adequately in order to enhance customer satisfaction and acquire efficiency in managing these life-saving services. Understanding customers’ expectations would make the healthcare services more customer-oriented and thus enhance customers’ satisfaction level. This paper discusses changing customers’ expectations in healthcare services, with special reference to healthcare processes and communication, with the advancement of technology in the field of communication. It enables the healthcare service providers to be better customer-centred by managing and adopting rapidly developing communication technology and to provide higher value-based care into our present existing health care system.