Assess the website content of the healthcare organizations for heart patients through CRRAV model

ABSTRACT

The websites present essential healthcare information to patients, from disease symptoms, admission, and discharge to post-care. The present study proposed the CRRAV Model (Credibility, Reliability, Readability, Acceptability, and Validity) for website quality contents of Hospitals, developed from the Expectation Disconfirmation Model, Web QIM, Web Qual Serruni Lucci Model, and Minerva Model. The study also aims to assess the internet information on heart disease and compare and evaluate the quality of HCOs in developed countries like the USA and developing countries like India. The DISCERN instrument, HONcode, and WRAPIN can improve the patient’s standard of information and satisfaction and remove the growing skepticism about the website on quality issues. The websites containing heart disease information with HONcode certification and WRAPIN were only four out of 65 in the USA. Out of all the evaluated websites, only a small number meet the criteria of DISCERN instrument and are accredited by HONcode. Besides this, government agencies have no regulation, supervision, or control in USA and India. There are no single quality criteria and international agreement for quality assessment of healthcare websites, except HONcode and WRAPIN.

KEYWORDS:

• Credibility
• reliability
• website quality
• website content
• readability
• acceptability
• validity

Acknowledgements

We want to thank the Department of Hospital Management from Hemchandracharya North Gujarat University Patan for providing the infrastructure facility to us for the complication of the research study.

Disclosure statement

No potential conflict of interest was reported by the author(s).

Additional information

Funding

The author(s) reported there is no funding associated with the work featured in this article.

Notes on contributors

Justin Paul

Dr. Justin Paul is the Chief Editor of Int Journal of Consumer studies, (Expected IF 13.5) and an editor-European Management Review. Ranked among the World's top 92 highly cited Professors in Business & Economics subject areas, by Web of Science with citations increasing at 700 per month, he has an H Index 60. A former faculty member with the University of Washington, he serves as Professor of MBA and Director-Research/ PhD program, University of Puerto Rico, USA and is an honorary Visiting Professor- Henley Business school, University of Reading, England. He has also served as MBA Director & AACSB Co-Ordinator at Nagoya University, Japan and as Department Chair at IIM. Dr. Paul introduced the Masstige model and measure for branding, CPP Model for internationalization, SCOPE framework for small firms, 7-P Framework for International Marketing and TCCM Framework for literature reviews. He holds titles as ‘Distinguished Professor’ with three reputed universities including- Indian Institute of Management-Kerala, SIBM, Pune. In addition, he has taught full courses at Aarhus University- Denmark, Grenoble Eco le de Management-& University of Versailles -France, University-Lithuania, Warsaw -Poland and holds/ has held a visiting professor position at University of Chicago, Vienna University- Austria, Fudan & UIBE-China, UAB- Barcelona and Madrid. He has published three bestselling case studies with Ivey & Harvard. He is known as an author/co-author of books such as Business Environment (4th ed), International Marketing, Services Marketing, Export-Import Management (2nd edition), Management of Banking & Financial Services by McGraw-Hill, Oxford University Press & Pearson respectively.

Nimesh Bhojak

Dr. Nimesh Bhojak is currently working as an Assistant Professor at the Department of Hospital Management at HNGU Patan. He is a financial management and health economist faculty with basic training with Master's and Bachelor's in Financial Management. His research and teaching interest include personal health finance, public health finance; corporate based healthcare finance, hospital finance, health insurance, health econometrics, application of financing model in healthcare. Over the years, he has made a significant contribution to the literature on inequality in healthcare financing and its consequences on households' living status in India. He has published research papers in different peer-reviewed international and national journals.

Ashwin Modi

Dr. Ashwin Modi is a recipient of ‘Post Doctoral Award’ of ‘Raman Research Fellowship’ for USA and ‘Best Doctoral Award’ by the AIMS (Association of Indian Management School, India) in Management and Healthcare Disciplines. He has published research papers indexed in Scopus, Elsevier, Web of Science, Springer and UGC care list with the citation of more than 2200 and more than 27,000 reads as per the Google Scholar and ResearchGate respectively. He has worked at USA in different academic & research position for four years and visited many developed nations for research assignments including Canada and United Kingdom.

Dhimen Jani

Dr. Dhimen Jani is the Head of BBA Dept. at Dolat-Usha Inst. and Dhiru-Salra Inst. of Management and Commerce, affiliated to VNSGU, Surat. With 14 years of experience, he has taught in various fields, chaired over 650 financial education workshops, and published over 13 research papers in national and international journals.

Mohammadali Momin

Mohammadali Momin is a Ph.D. scholar under the Faculty of Commerce at Veer Narmad South Gujarat University Surat and also awarded by SHODH the Doctoral Fellowship from Government of Gujarat. He has a specialization in Finance Management and Accountancy. He has worked on various funded research projects as Research Assistant. He has published research articles in Scopus/Web of Science/UGC Care and other peered reviewed journals.