International Journal of Management and Social Sciences Research (IJMSSR) ISSN: 2319-4421 Volume 3, No. 10, October 2014 i-Explore International Research Journal Consortium www.irjcjournals.org 44 E-Services: Critical Success Factor for Health Care Industry Ankur, Research Scholar, Haryana School of Business, Guru Jambheshwar University of Science & Technology, Hisar, Vakil Singh, Research Scholar, Haryana School of Business, Guru Jambheshwar University of Science & Technology, Hisar, Amreek Singh, Research Scholar, Haryana School of Business, Guru Jambheshwar University of Science & Technology, Hisar, ABSTRACT Present study aims at studying the role of information technology in success of health care industry in India. Healthcare sector is getting strategic advantage with all the important dimensions of the information technology. It is true that healthcare industry has witnessed revolutionary changes in recent years and it would not be a surprise if it is said that information technology is the only factor which is feeding the revolution. Indeed healthcare sector is growing because information technology is spreading its wings as every important task of the operational work is based on information technology like immediate storage of information, immediate retrieval of information, preparation of accurate and prompt reports generating bills etc. somehow these operational works has increased the cost of the healthcare services, since private hospitals are dependent on the income they earned from their customers and on the other hand government hospitals suffering due to lake of attention from the government side, despite of enormous amount of investment. That’s the biggest reason that government hospitals are not able to compete with private hospitals. More use of information technology in private hospitals attracts more customers. Key Words: E Services, Hospital, Health care industry. INTRODUCTION During the last decade, healthcare sector is becoming more and more integrated and dependant upon Information technology. In major hospitals every important task of the operational work is based on information technology like immediate storage of information, immediate retrieval of information, Preparation of accurate and prompt reports, generating bills etc. Li and Benton (2006) argue that large hospital systems tend to invest more in tools and equipment for providing technology-related services than smaller hospitals. Whenever we talk about small hospitals or before commencement of the information technology, all the required information used to be written on paper manually by the receptionist and operational staff. Patients Information used to be collected by writing the Patients name, gender and age. Whenever the Patient comes again his information stored freshly. This resulted in full of stores and almirah with papers. All records have to be destroyed after some time period to decrease the paper load in the office. In addition to that medical error occurs very frequently. These hectic exercises compel hospital employees to adopt the information technology. Now healthcare sector has left the classical approach of collecting and maintaining records. Advanced technologies are being used in many hospitals. Paper and pen has been replaced by various software, this is for automation of the healthcare system. These software works for maintaining patient’s detail, generating bills and reports, precautions to be taken etc. Electronic medical record considered e-health services; they can affect patients’ satisfaction, perceived quality, and behavioral intentions (Hadwich et al., 2010, Whetstone and Goldsmith, 2009). Many hospitals admit the significance of the information technology, that’s why large number of hospitals have started online medical services or programs for their staff and after that tremendous change has been seen, They have identified the potential of e-learning to provide training at work, and many have begun implementing online medical programs for the employees. (Barlow, 2006). Growth of the healthcare in the light of information technology: Healthcare sector is growing rapidly because hospitals in India are not only increasing in digit but in size, complexity and the number of the services provided are also increasing, there is an continuous need for professional management of hospitals (Tabish, 1996; Sharma, 1998). The world healthcare information technology market is anticipated which will grow from $99.6 billion in 2010 to $162.2 billion in 2015, at a Growth Rate of 10.2% from 2010 to 2015. (www.marketsandmarkets.com) Information Technology in medical market has commercialization opportunity in India (both current and future) is the highest among the countries USA, UK, Germany, France, Japan, Israel, India, China and Brazil report indicates a need for information technology to meet the demands of the local market. (www.orissadiary.com) There is no doubt that information technology is providing rapid growth to the healthcare industry. Initially the growth of information technology in healthcare was low but surveys indicate that now it is growing very fast so