The analysis of patients’ revisits intention factors in sub-urban hospital

Yuniarti Yuniarti and Anas Hidayat
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Yuniarti Yuniarti: anagement Program, Faculty of Business and Economics, Universitas Islam Indonesia,Indonesia
Anas Hidayat: anagement Program, Faculty of Business and Economics, Universitas Islam Indonesia,Indonesia

International Journal of Research in Business and Social Science (2147-4478), 2021, vol. 10, issue 4, 420-429

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 Key Words:Quality of medical services, quality of non medical service, satisfaction, trustworthiness, revisit intention, sub urban hospital

Date: 2021
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