The influence religiosity as a moderating patient satisfaction and positive word of mouth in Indonesian hospitals

Emmie Fatkhunnajah (), Tri Andjarwati () and Ida Bagus Cempena ()

Edelweiss Applied Science and Technology, 2024, vol. 8, issue 6, 2709-2720

Abstract: The aim of this study was to fill a gap that is critical to developing strategies to increase positive word of mouth in health settings. Understanding the mediating role of patient satisfaction can provide insight into the areas of hospital service quality that most directly influence patient perception and subsequent recommendations. By forming clearer connections between these variables, healthcare providers can tailor their services to improve patient satisfaction and in turn stimulate positive word of mouth. The moderate role of religiosity can provide insight into whether and how religious beliefs influence patients' likelihood of spreading positive information by word of mouth based on their satisfaction with the healthcare experience. The research method used Causal Explanatory Research with a sample of 297 respondents in hospitals with religious ideology in Indonesia. Data management is done using SEM. Religiosity as a moderator of the relationship between patient satisfaction and positive women shows a C.R value of 6.075 and a significant probability (ρ) of 0.000 is obtained which is smaller than the required significance level of 0.05. Religiosity is able to significantly moderate the influence of Patient Satisfaction on Positive WOM.

Keywords: Hospital; Patient satisfaction; Positive WOM; Religiosity; Service quality. (search for similar items in EconPapers)
Date: 2024
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