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All Journal Jurnal Riset Multidisiplin Edukasi
Ariyanto Setyoaji
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The Influence Of Digital Marketing And Service Quality On Patient Satisfaction At RSUD Dr. Mohamad Soewandhie With Brand Experience As A Mediating Variable Ariyanto Setyoaji; Sengguruh Nilowardono
Jurnal Riset Multidisiplin Edukasi Vol. 2 No. 9 (2025): Jurnal Riset Multidisiplin Edukasi (Edisi September 2025)
Publisher : PT. Hasba Edukasi Mandiri

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.71282/jurmie.v2i9.900

Abstract

This study aims to analyze the influence of digital marketing and service quality on patient satisfaction at RSUD dr. Mohamad Soewandhie Surabaya, with brand experience as a mediating variable. Using a quantitative approach with a survey method, data were collected through questionnaires distributed to patients who have interacted with the hospital’s digital platforms. The results show that digital marketing significantly influences brand experience and patient satisfaction, with a strong mediation effect through brand experience. On the other hand, service quality has no significant effect on these two variables. This study emphasizes that digital marketing, through a positive brand experience, is the primary factor in enhancing patient satisfaction, while traditional service quality loses its relevance in the context of healthcare digitalization.
Co-Authors Sengguruh Nilowardono