This research aims to examine, using stakeholder perspectives, the relationship between customer service experience and the increased use of technology in the healthcare sector. Using a mixed methodology, the research surveyed 118 private patients and interviewed 28 hospital employees to reveal a positive relationship between incorporating technology and patient satisfaction and service. Respondents did, however, feel that there should be a human element to the patient-medical staff interaction, particularly in performing diagnosis and medical procedures. In terms of the characteristics of the patients, age was significant in their preference to engage with technology. Concerning contributing to knowledge, this research assists policymakers and hospital managers refine policies and develop strategies to improve patient satisfaction and service quality in light of technological developments in medical care across Malaysia and Asia.

healthcare; customer service experience; customer satisfaction; technology.