The Influence Of Hospital Service Quality On Patient Revisit Intention And Word-Of-Mouth In Class B Private General Hospital In Dki Jakarta

Abstract

Hospital is a health effort that can be provided by the government and private sector to obtain an optimal degree of public health. Private public hospitals have patients who pay more attention to the quality of health services. Private hospitals need to provide good quality hospital service so that hospitals can continue to grow. Revisit intention and word-of-mouth of patients towards hospitals are considered the key to the success of the healthcare provider business. This study was conducted to analyze the effect of hospital service quality on revisit intention and word-of-mouth of patients in class B private hospitals in DKI Jakarta. The study was conducted using a questionnaire distributed through google form with purposive sampling techniques. The valid and reliable questionnaire was filled out by 135 respondents. The data obtained will be collected and data analysis will be carried out. Analysis of research data was carried out using the Structural Equation Model (SEM) through the AMOS software program version 21. The data will be carried out Goodness of Fit Model test and hypothesis test. The results showed that hospital service quality has a positive effect on patient engagement. Patient engagement has a positive effect on patient loyalty. Then, patient loyalty has a positive effect on revisit intention and word-of-mouth. Therefore, hospital service quality has a positive effect on the revisit intention and word-of-mouth of patients in class B private public hospitals in DKI Jakarta. The implications of research can provide benefits to hospital managers regarding the importance of hospital service quality, patient engagement, and patient loyalty in increasing revisit intention and patient word-of-mouth to the hospital.