The Impact of Digital Service Quality Toward Customer Engagement: A Case Study of Telemedicine in Thailand

Purpose: The aims of this study are to examine the effect digital service quality on customer engagement with telemedicine systems and investigate how such effects change depending a variety socioeconomic characteristics. Design/methodology/approach: survey research online questionnaire was conducted 405 experienced samples. proposed hypotheses were tested using Structural Equation Modeling (SEM) method. Findings: results revealed that significantly influences engagement. A second-order confirmatory factor analysis (DSQ) construct efficiency dimension best explained DSQ, followed by responsiveness interaction dimensions. moderation DSQ CE greater in younger age groups than older groups. In addition, those higher level formal education appear have levels lesser education. Research, Practical & Social implications: will help practitioners create services more efficient effective so patients engaged loyal providers. Originality/value: value is it one rare attempts clarify consequences from perspective consumer, proposes several implications recommendations.