Critical success factors of online appointment booking platforms: A case study in the healthcare industry

Silas Matteo Imboden

Key information

Authors:

Silas Matteo Imboden (Silas Matteo Imboden)

Supervisors:

Luís Martinez; Diogo António Fernandes Gonçalves (Diogo António Fernandes Gonçalves)

Published in

November 17, 2022

Abstract

Online appointment booking platforms can be found in various industries and have been revolutionizing and transforming entire industry sectors. However, the healthcare industry is one that had been resisting this transformation up to very recently when innovative start-ups have found a niche to operate and expand their business. It yet remains unrevealed which factors play an important role in deciding which start-ups succeed in the healthcare industry and which not. One of the concepts that is suggested in the business literature to distinguish the factors that must go right for a project or undertaking to succeed is the theory of critical success factors. This is where this Research is focusing with the aim to explore and understand CSFs of launching and operating an online appointment booking platform in the healthcare industry. This Research follows an issue based conceptual structure which draws attention to problems and concerns and forces attention to complexity and contextuality. This conceptual structure is combined with the research methodology of a single case study. Company A, which is subject to the case study, has successfully launched an online appointment booking platform in the healthcare industry. Interviews, archival records, and documentations are evaluated to answer the research questions. The outcome of this Research is a set of critical success factors that are relevant to overcome the challenges of launching and operating an online appointment booking platform in the healthcare industry.