Analysis of the Effect of E-Service Quality On Hospital Customer Satisfaction (Study of E-Service Quality Hospitals in West Java, Indonesia) Anggono Raras Tirto Sakti
STIE INABA
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 in this study uses SmartPLS 3. The results of this study prove 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 is valid. E-Service Quality (ESQ) has 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 hospitals image as well. Customer satisfaction has a strong influence on the image of hospitals in West Java. Increased customer satisfaction will cause a stronger increase in Hospital Image. E-Service Quality (ESQ) has a strong influence on the image of hospitals in West Java, both partially and simultaneously.
Keywords: E-service quality; Customer satisfaction; Hospital; Bandung
