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Journal : Indonesian Health Issue

The Influence of E-Service Quality on Patient Satisfaction and Loyalty in Hospitals: A Systematic Literature Review Using the PRISMA Framework in 2020-2025 Leny Widio Wati; Anton Agus Setyawan; Siti Soekiswati
Indonesian Health Issue Vol. 5 No. 1 (2026): FEBRUARY
Publisher : Indonesian Journal Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47134/inhis.v5i1.137

Abstract

Background: The advancement of digital technology in the healthcare sector has driven hospitals to improve the quality of electronic services (e-service quality) in meeting patients’ expectations for convenience, speed, and service effectiveness. Objective: This study aims to analyze the influence of e-service quality on patient satisfaction and loyalty in hospitals. Methods: This research employed a Systematic Literature Review guided by the PRISMA framework and conducted in October 2025. Articles were collected from the ScienceDirect, PubMed, ProQuest, and Google Scholar databases, yielding a total of 14,273 articles, which were screened and filtered into eight relevant studies that met the inclusion criteria. Results: E-service quality has a significant effect on patient satisfaction through four factors: integrated digital services, emotional and trust dimensions, technical quality and user experience, and ease of use. Furthermore, patient loyalty is formed through two mechanisms improvement of electronic service quality and technological integration that encourages revisit intention. Conclusion: E-service quality plays an important role in enhancing patient satisfaction and loyalty in hospitals.
Co-Authors Abdullah Al Mamun Absori Absori Agung Cuby Hantoro Alfajri, Asri Aminuddin Mustaffa Anton Agus Setyawan Arief Budiman Arief Budiono Arif Pristianto Astutik, Sri Dewi Ayu Khoirotul Umaroh Azahra Khansa Muza Balqis, Faza Ovita Balqis, Revalina Azlia Bilbina Baskoro, Wisnu Basuki, Muhammad Nur Aji Bimantoro, Handika Muhammad Burhannudin Ichsan Cahyaningrum, Rina Asih Budi Daru Kumoro Cipto Jati Dewi Iriani Dian Purworini Dilla, Natasya Salsa Dodik Nursanto Dwi Rosela Komala Sari Dzikri, Dykall Naf’an Fajri, Ainun Nuril Fauziah, Nida Faradisa Fithriyah, Sa'idatul Fitroh, Zavier Ferodova Al Flora Ramona Sigit Prakoeswa Galang Liwandika Hantoro, Agung Cuby Ichsan, Burhannuddin Ichsan, Burhanudin Ida Wulandari Iin Novita Nurhidayati Mahmuda Imron Marsyadi, Muhammad Afi Imronudin Jayantika Sakina Ifnadera Kencana, Nabila Safhira Titan Khofifah, Ardiva Fatimatul Kosala, Rengganis Sungsang Kusmawan, Jauza'naia Leny Widio Wati Lestari, Nining Liwandika, Galang Maharani, Devina Maydiona Mahensa, Noval Gentha Maslahah, Syah Fillia Nurul Maulana Adjie Nugroho Muhammad Nur Aji Basuki Muhammad Shoim Dasuki Muzakar Isa Nafisa, Balqis Dhiya Nida Faradisa Fauziyah Nining Lestari Nur Ariska Nugrahani Pertiwi, Nanda Hani Nur Pinandhita, Pradhana Satria Pradetyawan, Pradetyawan Pranata, Fawwaz Mahardika Purwaningrum, Chornellia Martha Rafika Surya Putra Pratama Ratih Pramuningtyas Retno Sintowati Riandini Aisyah Rini, Novyanti Setiyo Rizka Samantha, Aurora Revi Sandrana, Sabrina Cantika Putri Santoso, Faturohit Rois Imron Sany Ayu Kurniawati SEPTIANA SEPTIANA Setiyaningrum, Zulia Silvia Rahma Maulida Sulistyani Sulistyani Sulistyani Sulistyani Syah Fillia Nurul Maslahah Tanjung Anitasari Indah Kusumaningrum Tolibin, Restu Triwulandani Tri Agustina Umi Budi Rahayu Utami, Shindy Yudha Wardah Yuspin Wirayudha, Yan Yuni Prastyo Kurniati Yurita, Irma Yusuf Alam Romadhon Zahran, Muhammad Irfan Zakiyatusholihat, Salma Zemba Riski Maranti