Sebelas Maret International Conferences, The 2nd INCREDIBLE

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Predicting the Revisit Intention at Private Hospitals Mediated by Perceived Service Quality and Satisfaction
Alfica Ayu Millenia Permata Damayanti, Kunthi Afrilinda Kusumawardani

Building: Parallel Session 1
Room: D
Date: 2020-10-27 01:15 PM – 02:30 PM
Last modified: 2020-10-18


The pandemic is affecting many businesses, including the healthcare industry. People choose to stay in their own homes, rather than having to leave the house to go to the hospital whenever they feel sick. It has triggered fierce competition between hospitals, especially private hospitals.  Providing the best service quality is no longer seen as sufficient effort to retain customers, especially during the VUCA situation. The purpose of this study was to examine the driving factors for patient loyalty through the brand image, trust, word of mouth, perceived service quality, and satisfaction among private hospitals in Greater Jakarta. This study hypothesizes several factors as a set of predictors of patient loyalty in the private hospital with satisfaction as a mediating variable. A total of 259 valid respondents were collected from private hospital customers in the Greater Jakarta area through an online survey and then analyzed using Partial Least Square (PLS) path modelling approach. A structural equation modelling (PLS-SEM) technique was performed to test the proposed structural relationships. The empirical assessment shows that brand image and word of mouth have minimal effect on the mediation variable, namely satisfaction. In contrast, trust and perceived service quality have a very high effect on satisfaction. However, if connected directly, brand image, perceived service quality, and satisfaction, both have a strong influence on patient revisit intention or loyalty. Further, the practical and managerial implications are discussed.

Keywords: Brand Image, Trust, Word of Mouth, Perceived Service Quality, Satisfaction, Revisit Intention