A Systematic Literature Review: Impact of Technologies on Customer Contentment and Allegiance of B2B Healthcare Ultrasound Device Customers

DOI: https://doie.org/10.10399/APER.2025932615

Authors:

Manish Tiwari, Dr Deepti Wadera

Keywords:

Customer contentment, Customer allegiance, Healthcare devices, Artificial Intelligence (AI), Internet of Things (IoT)

Abstract:

This literature review explores how advancements in technology influence customer contentment and allegiance among B2B clients in the healthcare device sector, particularly focusing on ultrasound equipment. As healthcare becomes more technology-driven, manufacturers and service providers are incorporating innovative solutions such as machine learning (ML) ,Generative Artificial Intelligence, interconnected smart devices, cloud-based solutions, and enhanced user interfaces (Hoyer, Kroschke, Schmitt, Kraume, & Shankar, 2022). Utilizing a secondary research method, this study conducts a systematic literature review, synthesizing insights from a range of academic publications. This research leans on a secondary method, a straightforward systematic literature review that pulls insights from a range of published academic works. The primary objective is to examine how technological changes, particularly in ultrasound devices, affect customer contentment and allegiance, while reassessing existing knowledge and clarifying these influences. Data were collected through systematic searches on Google Scholar and Shodhganga, using targeted keywords and Boolean operators. Inclusion criteria focused on literature published until 2025, peerreviewed articles, and studies on ultrasound technology in healthcare. The screening process involved three stages: initial screening of titles and abstracts, full-text review, and quality assessment. Thematic analysis was used to identify recurring themes and technological factors influencing customer contentment and allegiance. The study's reliability and validity were maintained by following the Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) guidelines and employing a structured approach to data extraction. Ethical considerations included accurate representation and proper citation practices. The findings highlight that healthcare ultrasound device manufacturers and providers should prioritize continuous technological advancements and employee training to remain competitive and build long-term customer relationships. Technological advancements not only enhance the clinical capabilities of healthcare devices but also play a crucial role in sustaining customer contentment and allegiance, ultimately shaping competitive advantage in the medical technology market. This review provides a detailed summary of existing knowledge, aiming to encourage further research by outlining a conceptual framework.

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