A Systematic Literature Review On The Determinants Of Service Quality And E-Service Quality And Its Relationship With Patient Satisfaction In The Health Care Industry

Abstract

Using electronic data searching, a systematic evaluation of the literature on service quality, including e-service quality, and its impact on patient satisfaction was carried out. This study intends to experimentally investigate the elements that influence customer satisfaction with service quality in a real or virtual setting. The three variables this study looked at were dependability, responsiveness, and empathy. The previous and present literature on service quality and patient satisfaction were examined in this study using a systematic literature review methodology. The results showed that patient satisfaction is positively correlated with dependability, responsiveness, and reliability. The study's exclusive emphasis on hospitals limits the findings' generalizability. Based on the results, healthcare institutions should concentrate on enhancing the dimensions of dependability, responsiveness, and empathy to raise the calibre of their services. The research findings helped us to better understand the elements that might influence patient happiness in healthcare facilities, both in the real world and online. The SERVQUAL model was effectively applied in this research to the healthcare sector.