Analysis of the Effect of E-Service Quality on Hospital Customer Satisfaction (Study of E-Service Quality Hospitals in West Java, Indonesia)

DOI

10.2991/aebmr.k.210831.089How to use a DOI?

Keywords

e-service quality, customer satisfaction, hospital, Bandung

Abstract

Research on the analysis of e-service quality (ESQ), on customer satisfaction hospitals in West Java has been conducted at Advent, Immanuel, Santo Yusuf, and RSUD Bandung City Hospital. This research was conducted on 200 respondents. The data processing method used in this study was SmartPLS 3. The results of this study proved that empirically the description of the latent variables of E-Service Quality (ESQ), Customer Satisfaction, and the Image of Hospitals in Hospitals in West Java were valid. E-Service Quality (ESQ) had a moderate effect on customer satisfaction. Increased ESQ will lead to moderate increased hospitals customer satisfaction. in West Java. The increase in ESQ will cause an increase in the hospital’s image as well. Customer satisfaction had a strong influence on the image of hospitals in West Java. Increased customer satisfaction will cause a higher increase in hospital image. E-Service Quality (ESQ) had a strong influence on the image of hospitals in West Java, both partially and simultaneously.

Copyright

© 2021, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Anggono Raras Tirto Sakti
PY  - 2021
DA  - 2021/09/02
TI  - Analysis of the Effect of E-Service Quality on Hospital Customer Satisfaction (Study of E-Service Quality Hospitals in West Java, Indonesia)
BT  - Proceedings of the 5th Global Conference on Business, Management and Entrepreneurship (GCBME 2020)
PB  - Atlantis Press
SP  - 450
EP  - 453
SN  - 2352-5428
UR  - https://doi.org/10.2991/aebmr.k.210831.089
DO  - 10.2991/aebmr.k.210831.089
ID  - Sakti2021
ER  -