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All Journal Majapahit Journal of Islamic Finance dan Management Majapahit Journal of Islamic Finance dan Management
Agung Ivan Firdaus
Universitas Muhammadiyah Jember, Jember, Indonesia
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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The Role of Service Quality and Brand Image on Word of Mouth Through Patient Trust in Ozone Therapy Services at RS Utama Husada Agung Ivan Firdaus; Toni Herlambang; Retno Endah Supeni
Majapahit Journal of Islamic Finance and Management Vol. 6 No. 2 (2026): Islamic Finance and Management
Publisher : Universitas KH. Abdul Chalim Mojokerto

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Abstract

This study aims to analyze the effect of Service Quality and Brand Image on Word of Mouth through Patient Trust as an intervening variable in ozone therapy services at RS Utama Husada. This quantitative explanatory study involved 200 patients as respondents, with data collected through questionnaires and analyzed using Partial Least Squares–Structural Equation Modeling (PLS-SEM) with WarpPLS. The results showed that Service Quality and Brand Image positively and significantly influence Patient Trust and Word of Mouth. Patient Trust also has a significant effect on Word of Mouth and mediates the relationship between Service Quality, Brand Image, and Word of Mouth. These findings highlight that improving service quality, strengthening brand image, and maintaining patient trust are essential strategies to encourage positive patient recommendations for ozone therapy services.
The Role of Service Quality and Brand Image on Word of Mouth Through Patient Trust in Ozone Therapy Services at RS Utama Husada Agung Ivan Firdaus; Toni Herlambang; Retno Endah Supeni
Majapahit Journal of Islamic Finance and Management Vol. 6 No. 2 (2026): Islamic Finance and Management
Publisher : Universitas KH. Abdul Chalim Mojokerto

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

This study aims to analyze the effect of Service Quality and Brand Image on Word of Mouth through Patient Trust as an intervening variable in ozone therapy services at RS Utama Husada. This quantitative explanatory study involved 200 patients as respondents, with data collected through questionnaires and analyzed using Partial Least Squares–Structural Equation Modeling (PLS-SEM) with WarpPLS. The results showed that Service Quality and Brand Image positively and significantly influence Patient Trust and Word of Mouth. Patient Trust also has a significant effect on Word of Mouth and mediates the relationship between Service Quality, Brand Image, and Word of Mouth. These findings highlight that improving service quality, strengthening brand image, and maintaining patient trust are essential strategies to encourage positive patient recommendations for ozone therapy services.
Co-Authors Retno Endah Supeni Toni Herlambang