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All Journal Jurnal Manajemen Bisnis Jurnal Manajemen Dayasaing Jurnal Ekonomi Pembangunan: Kajian Masalah Ekonomi dan Pembangunan Benefit: Jurnal Manajemen dan Bisnis Riset Akuntansi dan Keuangan Indonesia Journal of Economic, Bussines and Accounting (COSTING) JMM (Jurnal Masyarakat Mandiri) Muhammadiyah International Journal of Economics and Business SEIKO : Journal of Management & Business International Journal of Supply Chain Management Jurnal Maksipreneur: Manajemen, Koperasi, dan Entrepreneurship Almana : Jurnal Manajemen dan Bisnis MANAJEMEN DEWANTARA Jurnal Manajemen Dirgantara Jurnal MEBIS (Manajemen dan Bisnis) Jurnal Informatika Ekonomi Bisnis Community Engagement and Emergence Journal (CEEJ) Management Studies and Entrepreneurship Journal (MSEJ) Jurnal Manajemen Jurnal Ilmiah Manajemen Kesatuan Enrichment : Journal of Management Wacana Ekonomi : Jurnal Ekonomi, Bisnis dan Akuntansi Journal of Community Service and Empowerment JEBDEKER: Jurnal Ekonomi, Manajemen, Akuntansi, Bisnis Digital, Ekonomi Kreatif, Entrepreneur Komitmen : Jurnal Ilmiah Manajemen Jurnal Bina Bangsa Ekonomika International Journal of Management Science and Information Technology (IJMSIT) Brilliant International Journal of Management and Tourism (BIJMT) Proceeding ISETH (International Summit on Science, Technology, and Humanity) Indonesian Health Issue Prosiding University Research Colloquium Digital Bisnis: Jurnal Publikasi Ilmu Manajemen Dan E-commerce Journal Research of Social Science, Economics, and Management PERMANA : Jurnal Perpajakan, Manajemen, dan Akuntansi Paradoks : Jurnal Ilmu Ekonomi Jurnal Informatika Ekonomi Bisnis Jurnal Sistem Informasi dan Manajemen El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam Journal of Ekonomics, Finance, and Management Studies Determinasi: Jurnal Penelitian Ekonomi Manajemen dan Akuntansi Journal of Economics Business Finance and Accounting Benefit: Jurnal Manajemen dan Bisnis Brilliant International Journal of Management and Tourism
Anton Agus Setyawan
Universitas Muhammadiyah Surakarta
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Dentistry Economics, Econometrics & Finance Education Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Law, Crime, Criminology & Criminal Justice Medicine & Pharmacology Nursing Public Health Social Sciences Transportation Veterinary Other

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Journal : Indonesian Health Issue

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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 A.A. Ketut Agung Cahyawan W Acreta, Fitriyah Handayani Adelia Febriyanti Adelia Rahmawati Adisty, Syahva Salsabila Putri Agata, Celci Agripina Ananda Ricky Faturohman Anggita Rosiyani Anggun, Nita Putri Annastasya Zulfa Rosada Ar Royan, Halim Muhammad Azzahra, Gezha Meisya Candra Kusuma Wardana, Candra Kusuma Cantika Widi Pramesti Daniel Lafrinda, Dendyto Dendyto Daniel Lafrinda Dhewi, Elsa Riliana Hantika Didi Junaedi Didit Aditya Dimas Eka Prasetya Edy Purwo Saputro Eka Prasetya, Dimas Farid Adi Prasetya Farid Wajdi, M. Fatchurrohman Fatchurrohman Fatchurrohman Fatchurrohman, Fatchurrohman Febrianti, Bella Febriyanti, Adelia Hafidh Rozziq Attaqi Haliza, Anissya Nur Helmi Imaduddin Henri Dwi Wahyudi, Henri Dwi Ihwan Susila Imron, I Ivany, Aprilia Dwi Jati Waskito Karina Thalita Adhani Kurniawan, Fery Indra Kussudyarsana Kussudyarsana Kussudyarsana Kusuma, Candra L. Lisnawati Leny Widio Wati M, Adiyono M. Farid Wajdi M. Farid Wajdi, M. Farid M. Sholahuddin Ma'ruf Ma'ruf Ma'ruf, Ma'ruf Maharani, Diva Putri Mahardika, Menang Maimun, Muhammad Halim Moechammad Nasir Muh Ilham Fikri Fathoni Muhamad Mustofa Muhammad Aditya Prayogo Muhammad Arkan Setyawan Muhammad Farid Wajdi Muhammad Ilham Atha Abhinaya Muhammad Randhy Kurniawan Mujiyati Mujiyati Muna, Khanna Nailil Murti, Anggun Cempaka Murti, Nala Puspita Muzakar Isa Nafisa Mukarromah Chaliloeddin Nandita, Wanda Vidya Novel Idris Abas Nugroho, SP Nurmahendra, Putra Nurul Aini Widiyastuti Oktavia Wulandari Pangestu, Ryan Agung Pasya Istiara Dhea Pasya Istiara Dhea Pradigda, Fadel Muhammad Pramuji, Iddo Ahmad Praswati, Aflit Nur Yulia Prayogo, Muhammad Aditya Puro, Intan Widia Puspitawati, Nia Riska Putra Nurmahendra Putri, Natasya Andini Rahardo Suprapto, Madya Rahmat Basuki Ram Vemuri Rini Kuswati Rohmadi Tri Susilo RR. Ella Evrita Hestiandari Rustianingsih, Septi S Soepatini Sadewa, Aldy Bagas Saraswati, Astrid Sari, Rizki Juwita Setyawan, Ari Bambang Setyawan, M Arkan Setyawan, Ridwan Sidiq Permono Nugroho Siska Kumalasari Siti Rahmawati Siti Soekiswati SP Nugroho Sri Padmantyo Syamsudin Syamsudin Syamsudin Syamsudin Syamsudin Syamsudin Syamsudin Syamsudin Syihabuddin, Muhammad Veriansyah, Satria Wahyono Wahyono Wahyono Wahyono Wahyuddin, M. Wijayanti Wiyaning Putri, Angie Wulandari, Oktavia Yuliyanti, Wanda Tri Yusuf Alam Romadhon