Abstract
Revisit intention is a very important topic in a marketing context. However, previous literature is still rarely linked together with trust, satisfaction and two types of service, namely medical and non-medical with the hospital as the subject. Hospitals have the task of providing complete individual health services. This study aims to analyze the relationship between the quality of medical services and the quality of non-medical services on satisfaction, trust and revisit intention on the sub-urban hospitals. This research is a quantitative study using primary data from distributing questionnaires to 250 patients of the sub-urban hospitals. The data in this study were analyzed using the SEM (Structural Equation Model) method with AMOS 24 software. The results of this study indicate that the quality of medical services and the quality of non-medical services have a positive and significant effect on satisfaction. Meanwhile, patient satisfaction has a positive and significant effect on trust and revisit intention. However, trust was found to have a positive but insignificant effect on revisit intention. This research recommends several implications to the management of sub-urban hospitals. The managers of the sub-urban hospital are advised to pay more attention to and emphasize medical services, non-medical services, and patient satisfaction because it has been empirically proven to increase Revisit Intention
Highlights
Hospitals have the task of providing complete individual health services
This study analyzed 5 variables related to marketing in hospitals, namely the influence of medical service quality (KM), non-medical service quality (KN), patient satisfaction (KP), trust (KR) and Revisit Intention (MK)
From the results of hypothesis testing in this study, it is known that patient satisfaction can be significantly increased by efforts to improve medical and non-medical services provided to patients
Summary
Hospitals have the task of providing complete individual health services. Plenary health services are health services that include promotive, preventive, curative and rehabilitative health services. Based on data from the Directorate General of Health Services, the Indonesian Ministry of Health in 2019 the number of hospitals in Indonesia currently is 2,830 hospitals consisting of 1,016 government hospitals and 1,804 private hospitals. With so many hospitals spread across various regions, it is easy for people to get these health facilities. Hospitals in Kebumen Regency based on SIRS data (Hospital Information System) yankes.kemenkes.go.id as many as 11 hospitals consisting of 2 government hospitals and 9 private hospitals. This condition requires companies to create a competitive advantage in their business in order to be able to compete on an ongoing basis. According to Tjiptono (2014), service quality is defined as a dynamic condition associated with products, services, people, processes, and environments that meet or exceed expectations
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