PENGARUH E-SERVICE QUALITY TERHADAP CUSTOMER SATISFACTION YANG DIMEDIASI OLEH E-TRUST (STUDI EMPIRIS: PENGGUNA TELEMEDICINE DI RUMAH SAKIT X TANGERANG)

Abstract

The Covid 19 pandemic phenomenon that occurred several years ago resulted in a decrease in the percentage of patient visits to hospitals, so the hospital had to make innovations so that people, especially in certain conditions, could still check their health comfortably without having to visit the hospital. Health services must make innovations, one form of innovation in hospitals today is by using digitalization of Telemedicine health services, where patients and doctors can have personal consultations using communication technology, such as through video calls and conference calls provided in hospitals. The purpose of this research is to determine the influence of 1) e-service quality on customer satisfaction; 2) to determine the effect of e-service quality on E-Trust; 3) find out which E-Trust mediates the influence of eservice quality on customer satisfaction at RS X Tangerang. This research method is descriptive quantitative by collecting questionnaire data from outpatients at RS X Tangerang. The sample for this study was 120 patients. The results of the analysis show that the E-service Quality (ES) variable has an influence on the Customer satisfaction (CS) variable; (2) the E-service Quality (ES) variable has a positive and significant effect on the E-Trust (ET) variable; (3) the E-Trust (ET) variable has a positive and significant effect on the Customer satisfaction (CS) variable.