Digital transformation in hospitals: improving patient service performance through innovation ambidexterity

  • L. Jongen

Student thesis: Master's Thesis


Hospitals are in the midst of a major digital transformation. Dutch hospitals are leading in Europe when it comes to digitization. From a dynamic capabilities perspective, we see that hospitals need to innovate both exploitatively and exploratively at the same time in order to increase the service performance towards their patients. Hospitals use more and more specific apps and wearable sensors (Lightweight IT) and Big Data on department level.
Based on the results of a survey among 108 Dutch hospital departments, this research tests whether the use of Lightweight IT, together with Big Data Analytics Capabilities (BDAC) have a positive influence on Patient Service Performance via Innovation Ambidexterity. The hypotheses are tested using partial least squares structural equation modeling (PLS-SEM).
There is indeed a significant relationship between BDAC and Innovation ambidexterity and there is also a positive relationship between Innovation ambidexterity and Patient Service Performance. However, due to the strong effect of BDAC on Innovation Ambidexterity. No significant direct positive effect of Lightweight IT on Innovation Ambidexterity is demonstrated. The results can indicate the importance of BDAC for hospitals and the need to innovate exploitatively and exploratively to contribute to a higher service performance towards the patient.
Date of Award15 Feb 2022
Original languageEnglish
SupervisorRogier van de Wetering (Examiner) & Pien Walraven (Supervisor)


  • Lightweight IT
  • Big data analytics capability
  • hospital, healthcare
  • innovation ambidexterity
  • Patient Service Performance
  • digital transformation

Master's Degree

  • Master Business Process management & IT (BPMIT)

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