{
  "abstract": "The paper aims to investigate the influences of E-Service Quality on patient satisfaction. To comprehensively capture e-service quality, this study adopts a holistic perspective of the purchase experience by focusing on five key dimensions: website appearance, information quality, security, personalization, and responsiveness. Based on the E-S-QUAL (Electronic Service Quality) model to assess customer perceptions, a survey questionnaire was developed to collect data from patients at private hospitals in Dhaka, Bangladesh. Finally, 391 responses were processed for further analysis using the PLS-SEM. The results indicate that e-service quality is influenced by various dimensions, including information quality, security, personalization, and responsiveness. In addition, e-service quality positively affects patient satisfaction. Moreover, online literacy significantly moderates the relationship between e-service quality and patients’ satisfaction; however, trust doesn’t show any moderating effects. Thus, this research extends the theoretical understanding of e-service quality practices in healthcare contexts. The research provides a strategic roadmap for healthcare organizations, especially private hospitals, seeking to enhance patient satisfaction through proper electronic service quality.",
  "abstract_shown": true,
  "affiliations": [
    "Department of Business Administration, Shanto-Mariam University of Creative Technology",
    "School of Accounting and Finance, Taylor’s University",
    "Faculty of Business Administration, Van Lang University",
    "Department of Business Administration, Northern University Bangladesh",
    "Doctoral School of Management and Business, Faculty of Economics and Business, University of Debrecen",
    "Modeling and Forecasting Unit, Economic Research Department, Central Bank of The Gambia",
    "Bangladesh Institute of Governance and Management"
  ],
  "article_type": null,
  "arxiv": null,
  "author_total": 7,
  "authors": [
    {
      "affs": [
        0
      ],
      "name": "Mohammad Rezaul Karim"
    },
    {
      "affs": [
        1
      ],
      "name": "Md. Sharif Hassan"
    },
    {
      "affs": [
        2
      ],
      "name": "Nguyen Hong Mai"
    },
    {
      "affs": [
        3
      ],
      "name": "Mohammad Abul Kalam Azad"
    },
    {
      "affs": [
        4
      ],
      "name": "Mohammad Bin Amin"
    },
    {
      "affs": [
        5
      ],
      "name": "Foday Joof"
    },
    {
      "affs": [
        6
      ],
      "name": "Md. Mominur Rahman"
    }
  ],
  "bibtex": "https://research.draconitic.com/paper/884x27vhgzx11.bib",
  "cited_by": 0,
  "doi": "10.1007/s44155-026-00429-z",
  "fulltext_url": "https://doi.org/10.1007/s44155-026-00429-z",
  "id": "884x27vhgzx11",
  "issns": [
    "2731-0469"
  ],
  "landing_url": "https://doi.org/10.1007/s44155-026-00429-z",
  "language": "en",
  "licence": "CC-BY",
  "licence_label": "CC BY",
  "licence_source": "journal",
  "licence_url": "https://creativecommons.org/licenses/by/4.0/",
  "metadata_licence": null,
  "native_subjects": [
    [
      "lcc",
      "H"
    ],
    [
      "lcc",
      "RA1-1270"
    ],
    [
      "openalex",
      "3605|Health, Technology, Consumer Behavior"
    ]
  ],
  "openalex": "W7171321097",
  "pdf_url": null,
  "pmcid": null,
  "pmid": null,
  "published": "2026-07-01",
  "publisher": "Springer",
  "ris": "https://research.draconitic.com/paper/884x27vhgzx11.ris",
  "sources": [
    {
      "first_seen": "2026-10-30T13:46:23Z",
      "native_id": "7c0857892bac4ce1b3072f7d23581299",
      "source": "doaj",
      "url": "https://doi.org/10.1007/s44155-026-00429-z"
    }
  ],
  "subjects": [
    {
      "field": "medicine",
      "origin": "lcc:RA1-1270",
      "subfield": "epidemiology-public-health"
    }
  ],
  "title": "The moderating role of online literacy and trust in shaping patient satisfaction through e-service quality in private hospitals",
  "title_text": "The moderating role of online literacy and trust in shaping patient satisfaction through e-service quality in private hospitals",
  "type": "peer-reviewed",
  "updated_at": "2026-10-30T13:46:23Z",
  "url": "https://research.draconitic.com/paper/884x27vhgzx11",
  "venue": "Discover Social Science and Health",
  "versions": []
}