The Influence of Multi-Channel Service Quality on PatientSatisfaction and Its Impact on Trust, Commitment, and The Behavioral Intention of Outpatients At Siloam Hospital, Makassar
DOI:
https://doi.org/10.14419/0ktcbf55Published
21-10-2025Keywords:
Behavioral Intention; Commitment; Multi-Channel Service Quality; Satisfaction; TrustAbstract
This study aims to develop the concept of multi-channel service quality by examining the role of two aspects: e-servqual, encompassing efficiency, privacy, reliability, emotional benefit, and customer service; and servqual, encompassing physical environment, personnel quality, and technical quality, in influencing patient satisfaction. This study also examined the effect of satisfaction on patients’ behavioral intentions, mediated by trust and commitment. The study recruited 384 outpatients from Siloam Hospital Makassar, with respondents defined as patients with self-pay, company-funded, or insurance coverage who used the MySiloam app for digital healthcare services. Data were collected using a Likert-based questionnaire. The collected data were then analyzed descriptively and using PLS analysis. The results revealed that the aspects constituting multi-channel service quality, e-servqual and servqual, encompassing efficiency, privacy, reliability, emotional benefit, customer service, physical environment, personnel quality, and technical quality, had a positive and significant influence on patient satisfaction. Furthermore, satisfaction was found to have a positive and significant influence on trust, commitment, and behavioral intentions. Furthermore, trust and commitment partially mediated the influence of satisfaction on behavioral intentions.
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