Article Sidebar

Download
PDF
Statistic
Read Counter : 33 Download : 19

Main Article Content

Abstract

This research was conducted to determine the influence of service quality, word of mouth, patient-physician trust on revisit intention which is mediated by patient satisfaction in Primaya Sorowako Hospital patients. This research is quantitative and was conducted cross-sectionally. The total sample was 119 patients. The sample was selected using non-probability sampling, namely purposive sampling. Research data was taken using Google form media with five answer choices. The data analysis method uses PLS-SEM. The results of this study found that service quality had no effect on revisit intention. Word of mouth has a positive effect on revisit intention. Patient physician trust has no effect on revisit intention. Patient satisfaction has a positive effect on revisit intention. Service quality has a positive effect on patient satisfaction. Word of mouth has a positive effect on patient satisfaction. Patient physician trust has no effect on patient satisfaction. Patient satisfaction fully mediates the positive influence of service quality on revisit intention. Patient satisfaction partially mediates the positive influence of word of mouth on revisit intention. Patient satisfaction does not mediate the influence of patient physician trust on revisit intention. The hospital can increase revisit intention by making patients feel satisfied through the various services provided at the hospital, longer consultation times, faster waiting hours, more attention given by hospital staff. Suggestions for further research could be expanded to several other hospitals in the Sorowako area and surrounding areas. Further research can also add other factors that cause high and low patient revisit intention, such as price perceptions and hospital image.

Keywords

Patient Pyhsician Trust Patient Satisfaction Revisit Intention Service Quality Word Of Mouth

Article Details

Creative Commons License

This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.

By exercising the Licensed Rights, You accept and agree to be bound by the terms and conditions of this Creative Commons Attribution-NonCommercial 4.0 International Public License.

How to Cite
Abutar, A. U., & Dewi Sri Surya Wuisan. (2024). The Influence of Service Quality, Word of Mouth, Patient Physician Trust on Revisit Intentions Mediated by Patient Satisfaction in Primaya Hospital Patients. Kontigensi : Jurnal Ilmiah Manajemen, 12(2), 746-756. https://doi.org/10.56457/jimk.v12i2.591

References

  1. Ajzen, I. (1985). From intentions to actions: A theory of planned behavior. In Action control: From cognition to behavior (pp. 11–39). Springer.
  2. Ajzen, I. (1991). The theory of planned behavior. Organizational Behavior and Human Decision Processes, 50(2), 179–211.
  3. Akthar, N., Nayak, S., & Pai P, Y. (2023). A cross-sectional study on exploring the antecedents of patient’s revisit intention: Mediating role of trust in the hospital among patients in India. F1000Research, 12, 75.
  4. Al-Jazzazi, A., & Sultan, P. (2017). Demographic differences in Jordanian bank service quality perceptions. International Journal of Bank Marketing, 35(2), 275–297.
  5. Batbaatar, E., Dorjdagva, J., Luvsannyam, A., Savino, M. M., & Amenta, P. (2016). Determinants of patient satisfaction: a systematic review. Perspectives in Public Health, 137(2), 89–101. https://doi.org/10.1177/1757913916634136
  6. Bianchi, C., Milberg, S., & Cúneo, A. (2017). Understanding travelers’ intentions to visit a short versus long-haul emerging vacation destination: The case of Chile. Tourism Management, 59, 312–324.
  7. Chang, C.-S., Chen, S.-Y., & Lan, Y.-T. (2013). Service quality, trust, and patient satisfaction in interpersonal-based medical service encounters. BMC Health Services Research, 13(1), 1–11.
  8. Durmuş, A., & Akbolat, M. (2020). The impact of patient satisfaction on patient commitment and the mediating role of patient trust. Journal of Patient Experience, 7(6), 1642–1647.
  9. Esmaeilzadeh, P. (2019). The process of building patient trust in health information exchange (HIE): The impacts of perceived benefits, perceived transparency of privacy policy, and familiarity. Communications of the Association for Information Systems, 45(1), 21.
  10. Fengmin, Z., Baijun, W., Jiangtao, B., Li, L., & Patwary, A. K. (2022). Investigating revisit intention of medical tourists in China through nutritional knowledge, perceived medical quality, and trust in the physiologist: A recommendation on health tourism policy measures. Frontiers in Public Health, 10, 893497.
  11. Fielding, K. S., McDonald, R., & Louis, W. R. (2008). Theory of planned behaviour, identity and intentions to engage in environmental activism. Journal of Environmental Psychology, 28(4), 318–326.
  12. Gavurova, B., Dvorsky, J., & Popesko, B. (2021). Patient satisfaction determinants of inpatient healthcare. International Journal of Environmental Research and Public Health, 18(21), 11337.
  13. Ghobadian, A., Speller, S., & Jones, M. (1994). Service quality: concepts and models. International Journal of Quality & Reliability Management, 11(9), 43–66.
  14. Gholipour Soleimani, A., & Einolahzadeh, H. (2018). The influence of service quality on revisit intention: The mediating role of WOM and satisfaction (Case study: Guilan travel agencies). Cogent Social Sciences, 4(1), 1560651.
  15. Ghozali, I., & Latan, H. (2015). Partial least squares konsep, teknik dan aplikasi menggunakan program smartpls 3.0 untuk penelitian empiris. Semarang: Badan Penerbit UNDIP, 4(1).
  16. Ginting, Y., Chandra, T., Miran, I., & Yusriadi, Y. (2023). Repurchase intention of e-commerce customers in Indonesia: An overview of the effect of e-service quality, e-word of mouth, customer trust, and customer satisfaction mediation. International Journal of Data and Network Science, 7(1), 329–340.
  17. Hair, J. F., Babin, B. J., Black, W. C., & Anderson, R. E. (2019). Multivariate Data Analysis. Cengage. https://books.google.co.id/books?id=0R9ZswEACAAJ
  18. Hasibuan, R. R. (2023). The Impact of Dental Satisfaction Questionnaire (DSQ) and Word of Mouth on Patient Satisfaction Educational Dental and Oral Hospital. Telaah Bisnis, 23(2), 129–143.
  19. Hutama, T. S. P., Mutiarasari, D., & Asrinawati, A. N. (2018). Perbedaan Kepuasan Pasien BPJS Pada Instalasi Rawat Inap Kelas III di Rumah Sakit Pemerintah Wirabuana Palu Dengan Rumah Sakit Swasta Budi Agung Palu. Healthy Tadulako Journal (Jurnal Kesehatan Tadulako), 4(2), 41–49.
  20. Indriana, F., Syah, T. Y. R., & Wekadigunawan, C. S. P. (2021). A Service Quality, Price, Customer Satisfaction And ord Of Mouth In Hospital X Outpatient Services: Service Quality, Price, Customer Satisfaction and Word of Mouth in Hospital X Outpatient Services. Jurnal Ekonomi Dan Manajemen, 15(1), 14–25.
  21. Jeon, Y., Lee, S. H., & Cheon, C. (2022). Determinants of revisit intention and willingness to recommend by Korean medicine users: A cross-sectional study. European Journal of Integrative Medicine, 56, 102190.
  22. Kirkpatrick, E. M., & Schwarz, C. M. (1983). Chambers 20th century dictionary. (No Title).
  23. Kristiana, R. (2020). Rumah Sakit Pendidikan Di Kota Magelang. Jurnal Poster Pirata Syandana, 2(01).
  24. Lai, K. P., Yuen, Y. Y., & Chong, S. C. (2020). The effects of service quality and perceived price on revisit intention of patients: the Malaysian context. International Journal of Quality and Service Sciences, 12(4), 541–558.
  25. Larsen, D. L., Attkisson, C. C., Hargreaves, W. A., & Nguyen, T. D. (1979). Assessment of client/patient satisfaction: Development of a general scale. Evaluation and Program Planning, 2(3), 197–207. https://doi.org/https://doi.org/10.1016/0149-7189(79)90094-6
  26. Lee, S., & Kim, E.-K. (2017). The effects of Korean medical service quality and satisfaction on revisit intention of the United Arab Emirates government sponsored patients. Asian Nursing Research, 11(2), 142–149.
  27. Liu, C.-H. S., & Lee, T. (2016). Service quality and price perception of service: Influence on word-of-mouth and revisit intention. Journal of Air Transport Management, 52, 42–54.
  28. Mandagi, D. W., Rampen, D. C., Soewignyo, T. I., & Walean, R. H. (2023). Empirical nexus of hospital brand gestalt, patient satisfaction and revisit intention. International Journal of Pharmaceutical and Healthcare Marketing.
  29. Marsh, S., & Dibben, M. R. (2005). Trust, untrust, distrust and mistrust–an exploration of the dark (er) side. International Conference on Trust Management, 17–33.
  30. Mohd Isa, S., Lim, G. S. S., & Chin, P. N. (2019). Patients’ intent to revisit with trust as the mediating role: lessons from Penang Malaysia. International Journal of Pharmaceutical and Healthcare Marketing, 13(2), 140–159.
  31. Muharam, H., Chaniago, H., Endraria, E., & Harun, A. Bin. (2021). E-service quality, customer trust and satisfaction: market place consumer loyalty analysis. Jurnal Minds: Manajemen Ide Dan Inspirasi, 8(2), 237–254.
  32. Murray, K. B. (1991). A test of services marketing theory: consumer information acquisition activities. Journal of Marketing, 55(1), 10–25.
  33. Nguyen Viet, B., Dang, H. P., & Nguyen, H. H. (2020). Revisit intention and satisfaction: The role of destination image, perceived risk, and cultural contact. Cogent Business & Management, 7(1), 1796249.
  34. Orrange, S., Patel, A., Mack, W. J., & Cassetta, J. (2021). Patient satisfaction and trust in telemedicine during the COVID-19 pandemic: retrospective observational study. JMIR Human Factors, 8(2), e28589.
  35. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50.
  36. Park, S., Kim, H.-K., Choi, M., & Lee, M. (2021). Factors affecting revisit intention for medical services at dental clinics. PloS One, 16(5), e0250546.
  37. Peng, Y., Yin, P., Deng, Z., & Wang, R. (2020). Patient–Physician Interaction and Trust in Online Health Community: The role of perceived usefulness of health information and services. International Journal of Environmental Research and Public Health, 17(1), 139.
  38. Purwanto, A. (2021). Partial least squares structural squation modeling (PLS-SEM) analysis for social and management research: a literature review. Journal of Industrial Engineering & Management Research. https://papers.ssrn.com/sol3/papers.cfm?abstract_id=3982764
  39. Rahman, A. S., & Desembrianita, E. (2023). Pengaruh Service Quality Dan Hospital Image Terhadap Revisit Intention Melalui Word Of Mouth Pada Layanan Rawat Inap Di Rumah Sakit Umum Daerah Ibnu Sina Kabupaten Gresik. Jurnal Ilmu Sosial, 3(1), 199–222.
  40. Rolfe, A., Cash‐Gibson, L., Car, J., Sheikh, A., & McKinstry, B. (2014). Interventions for improving patients’ trust in doctors and groups of doctors. Cochrane Database of Systematic Reviews, 3.
  41. Ruswanti, E., Eff, A., & Kusumawati, M. (2020). Word of mouth, trust, satisfaction and effect of repurchase intention to Batavia hospital in west Jakarta, Indonesia. Management Science Letters, 10(2), 265–270.
  42. Salim, A. (2020). Analisis Kualitas Pelayanan Rumah Sakit Negeri X Dan Kualitas Pelayanan Rumah Sakit Swasta Y Di Kota Pekanbaru. Journal of STIKes Awal Bros Pekanbaru, 1(1), 38–47.
  43. Siripipatthanakul, S. (2021). Service quality, patient satisfaction, word-of-Mouth, and revisit intention in a dental clinic, Thailand. International Journal of Trend in Scientific Research and Development (IJTSRD), 5(5), 832–841.
  44. Soliman, M. (2021). Extending the theory of planned behavior to predict tourism destination revisit intention. International Journal of Hospitality & Tourism Administration, 22(5), 524–549.
  45. Tan, C. N.-L., Ojo, A. O., Cheah, J.-H., & Ramayah, T. (2019). Measuring the influence of service quality on patient satisfaction in Malaysia. Quality Management Journal, 26(3), 129–143.
  46. Trisnawati, I., Handayani, S. D., & Nuryakin, N. (2022). The effect of dental clinic service quality on patient satisfaction, word of mouth and revisit intention in Yogyakarta. Jurnal Aisyah : Jurnal Ilmu Kesehatan; Vol 7, No 4: December 2022. https://doi.org/10.30604/jika.v7i4.1885
  47. Wandebori, H., & Pidada, I. (2017). Revisit intention to hospital: factors unveiled from a case study of balimed hospital. J Manaj Teor Dan Terap, 10(3).
  48. Yan, X., Wang, J., & Chau, M. (2015). Customer revisit intention to restaurants: Evidence from online reviews. Information Systems Frontiers, 17(3), 645–657. https://doi.org/10.1007/s10796-013-9446-5
  49. Zahra, S. A., Farida, N., & Arso, S. P. (2023). Effect of Customer Value and Trust on Patient Revisit Intention: Satisfaction as Mediator. Journal of Health Science and Prevention, 7(2).
  50. Zaid, A. A., Arqawi, S. M., Mwais, R. M. A., Al Shobaki, M. J., & Abu-Naser, S. S. (2020). The impact of Total quality management and perceived service quality on patient satisfaction and behavior intention in Palestinian healthcare organizations. Technology Reports of Kansai University, 62(03), 221–232.
  51. Zarei, E., Daneshkohan, A., Pouragha, B., Marzban, S., & Arab, M. (2015). An empirical study of the impact of service quality on patient satisfaction in private hospitals, Iran. Global Journal of Health Science, 7(1), 1.