Validating the relationship between service quality, patient sensitivity and experience towards medical applications using SERVQUAL.

Abstract

The quality of the patient experience has become one of the key pillars of service in the healthcare industry. Positive word-of-mouth, higher retention, and loyalty to healthcare providers are all influenced by a good and positive patient experience. This study was proposed to examine the relationship between service quality of medical apps, patient sensitivity, and patient experience. Data were gathered from a sample of 387 respondents utilising medical applications to access various services. A few standardised questionnaires, including SERVQUAL, were used to collect the data. Python programming was used to perform the collected data's structural equation modelling (SEM) analysis. The findings show that there is a significant impact of service quality of medical apps on patient sensitivity and patient experience and also patient experience has a strong and positive relationship with patient sensitivity. The research results indicate that patients prioritised service quality factors like reliability, tangibility, empathy, responsiveness and assurance when selecting services from medical applications.