REIMAGINING DIGITAL PATIENT EXPERIENCE IN EMERGING ECONOMIES: A META-ANALYTICAL FRAMEWORK ON THE DUAL ROLE OF TECHNOLOGY READINESS AND EMOTIONAL INTELLIGENCE IN SERVICE DELIVERY

Abstract

The rapid digitalization of healthcare systems globally, particularly in emerging economies, has transformed patient-provider interactions. While technological tools like electronic health records (EHRs), telemedicine platforms, and mobile health applications promise operational efficiency and better access, their success heavily depends on the psychological and emotional readiness of both patients and providers. This study presents a meta-analytical framework that investigates the dual moderating roles of Technology Readiness (TR) and Emotional Intelligence (EI) on the relationship between digital service delivery and the overall patient experience. Drawing from over 40 peer-reviewed studies published between 2000 and 2023, this research identifies key patterns and evaluates how TR and EI independently and interactively shape patient perceptions and satisfaction. Findings reveal that while high TR among patients amplifies their receptiveness to digital platforms, high EI among healthcare staff significantly boosts perceived care quality particularly in environments where digital interaction replaces traditional face-to-face care. The study offers theoretical contributions by extending the TRAM model with EI considerations and provides actionable strategies for healthcare administrators in LMICs to design inclusive, tech-enabled, emotionally intelligent healthcare delivery systems.

Keywords: Digital Patient Experience, Technology Readiness, Emotional Intelligence, TRAM, Digital Health Tools, Meta-Analysis, LMICs