Service quality in telemedicine : A service evaluation of Europe's largest digital healthcare provider

Abstract: Purpose - This thesis strives to conduct a service quality evaluation of the telemedicine provider KRY to find out what factors in telemedicine service are influencing the performance the most. The research uses KRY as a reference point to find the factors in said service provider but also to help the entire industry of digital healthcare. Research design, data, and methodology - This thesis is a quantitative study that uses Parasuraman's SERVQUAL model. The thesis is conducted through the use of a questionnaire by snowball sampling 33 participants who have utilized the telemedicine provider KRY. Analysis was conducted by extracting the data ratings of the likert-scaled questionnaire and conducting a paired t-test on the data. Result - This thesis found Kry to be performing very well in terms of service quality, meeting patient expectations on all dimensions and exceeding expectations in the tangibility dimension