The moderating role of online literacy and trust in shaping patient satisfaction through e-service quality in private hospitals
7 affiliations
- 1Department of Business Administration, Shanto-Mariam University of Creative Technology
- 2School of Accounting and Finance, Taylor’s University
- 3Faculty of Business Administration, Van Lang University
- 4Department of Business Administration, Northern University Bangladesh
- 5Doctoral School of Management and Business, Faculty of Economics and Business, University of Debrecen
- 6Modeling and Forecasting Unit, Economic Research Department, Central Bank of The Gambia
- 7Bangladesh Institute of Governance and Management
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.
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BibTeX
@article{karim2026moderating,
title = {{The moderating role of online literacy and trust in shaping patient satisfaction through e-service quality in private hospitals}},
author = {Mohammad Rezaul Karim and Md. Sharif Hassan and Nguyen Hong Mai and Mohammad Abul Kalam Azad and Mohammad Bin Amin and Foday Joof and Md. Mominur Rahman},
journal = {Discover Social Science and Health},
year = {2026},
month = jul,
doi = {10.1007/s44155-026-00429-z},
url = {https://doi.org/10.1007/s44155-026-00429-z},
note = {CC BY},
}
RIS
TY - JOUR
TI - The moderating role of online literacy and trust in shaping patient satisfaction through e-service quality in private hospitals
AU - Mohammad Rezaul Karim
AU - Md. Sharif Hassan
AU - Nguyen Hong Mai
AU - Mohammad Abul Kalam Azad
AU - Mohammad Bin Amin
AU - Foday Joof
AU - Md. Mominur Rahman
PY - 2026
DA - 2026/07/01
JO - Discover Social Science and Health
DO - 10.1007/s44155-026-00429-z
UR - https://doi.org/10.1007/s44155-026-00429-z
AB - 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.
SN - 2731-0469
ER -