ICT Management Models for Improving Hospital Service Quality: A Systematic Review

This systematic review analyzes the application of ICT management models, intelligent systems, data analytics, and process mining in hospital settings, with the aim of identifying dominant approaches, evaluation metrics, and research gaps. The study was conducted following PRISMA guidelines, based on the analysis of 76 peer-reviewed articles indexed in Scopus. The results reveal a predominance of models oriented toward hospital digital transformation and strategic ICT management, complemented by the increasing use of artificial intelligence and data analytics to support clinical and administrative decision-making. Process mining emerges as a relevant technique for analyzing real hospital processes, although its adoption remains limited. Regarding performance evaluation, most studies rely on traditional technical metrics such as accuracy and precision, with limited incorporation of organizational and service quality indicators. The review highlights the need for more integrated ICT management models that articulate technology, processes, and human factors, as well as more robust evaluation frameworks to enhance applicability and sustainability in real hospital environments.