KEPUASAN PELANGGAN: PENGALAMAN DIGITALPELANGGAN & KUALITAS PELAYANAN KESEHATAN
Abstract
This research was conducted on dental and oral patients as well as the general public at the Lucky Medika Clinic Pekanbaru with the aim of examining the role of health service quality in mediating the effect of customer digital experience on customer satisfaction. The research population carried out by the researcher was all 600 patients of the Sorcerer Medical Clinic Pekanbaru, using the Krejcie and Morgan formula (1970). The sample of this study was 180 people who were taken by simple random sampling method. The results of the analysis prove that at the Bertuah Medika Pekanbaru Clinic, the better the patient's experience in using digital services, the higher his satisfaction; and an increase in the patient's digital experience, coupled with the good quality of health services, did not significantly increase patient satisfaction. This means that the quality of health services cannot mediate the effect of the customer's digital experience on customer satisfaction.
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