A Framework to Identify Service Quality Determinants of IT Enabled Scalable Ventures: A Study from Indian Context

The introduction of information and communication technology (ICT) has altered the service delivery around the world by making it more accessible and cost effective across e-service markets. In a country like India the problem of health is an enormous one where a majority of poor are outside the effective medical network. In order to address these problems many information and technology (IT) oriented new ventures have been established to eliminate the gap in health inequity by creating network of hospitals exclusively in non-urban areas. Despite of huge popularity of these services, identifying the quality of such services need careful attention. Exhaustive review of literature highlights that there exists little understanding for such a study in IT enabled Indian healthcare domain in context to new ventures/start-ups with an emergence of a gap. With the increasing rise of technology enabled new healthcare ventures there have been high rates of failure too due to lack of providing quality service, so it has become imperative to prioritize the contextual and sectoral specific settings of service quality issues as it is being felt increasingly that it is the quality that would ultimately decide the value of services. This paper thus attempts to prioritize the context specific service quality dimensions in IT enabled scalable healthcare ventures from Indian context with focus in non-urban regions by deploying technique for order preference by similarity to ideal solution (TOPSIS) methodology as multi-criteria decision making technique. Further this paper proposed a conceptual model as conjectural understanding of the antecedents to the start-ups and as a guide that can provides new entrepreneurial insights to the service managers who can better apportion their resource in order to build quality and scalability.