Model for Improving Hospital Service Quality in the Era of Digital Transformation: Systematic Literature Review and Bibliometric Analysis Using PRISMA 2020 and VOSviewer

This study examines how digital transformation influences hospital service quality by identifying digital technologies, theoretical and methodological approaches, enablers, barriers, mediators, moderators, and outcome measures reported in the literature. This study employs a systematic literature review using PRISMA 2020 and bibliometric analysis with VOSviewer. Relevant studies were systematically identified, screened, and selected using predefined inclusion and exclusion criteria. The results show that electronic medical records, hospital information systems, artificial intelligence, telemedicine, Internet of Things, and big data analytics are dominant technologies in hospital digital transformation. Service quality improvement is associated with digital integration, workflow efficiency, information accessibility, patient safety, and patient-centered care. Organizational readiness, digital competence, infrastructure, interoperability, leadership, governance, and stakeholder engagement emerge as key enablers, while inadequate infrastructure, cybersecurity concerns, data privacy risks, limited digital skills, technological complexity, and resistance to change are major barriers. Digital integration, workflow efficiency, organizational performance, and patient experience function as important mediating mechanisms, while organizational and contextual conditions influence their effects. The findings indicate that digital transformation influences hospital service quality through an integrated pathway linking digital capability, organizational readiness, clinical and non-clinical workflow integration, service quality, patient experience, satisfaction, and loyalty. Overall, the review establishes an integrated model for understanding hospital service quality improvement through digital transformation.