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All Journal AGRIPITA: Jurnal Agribisnis dan Pembangunan Pertanian JURNAL ITENAS REKARUPA Prosiding National Conference for Community Service Project Journal of Judicial Review Jurnal KaLIBRASI : Karya Lintas Ilmu Bidang Rekayasa Arsitektur, Sipil, Industri Inovasi Kesehatan Global International Journal of Economics, Commerce, and Management Epaper Bisnis: International Journal Entrepreneurship and Management Masyarakat Berkarya: Jurnal Pengabdian dan Perubahan Sosial Management Dynamics: International Journal of Management and Digital Sciences
Andry Andry
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Agriculture, Biological Sciences & Forestry Humanities Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Industrial & Manufacturing Engineering Law, Crime, Criminology & Criminal Justice Medicine & Pharmacology Nursing Public Health Social Sciences Other

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Effect of Responsiveness and Communication Clarity on Revisit Intention Through Service Timeliness Among Inpatients Rini Rubiyanti; Andry Andry; Idrus Jus’at
International Journal of Economics, Commerce, and Management Vol. 3 No. 2 (2026): International Journal of Economics, Commerce, and Management
Publisher : Asosiasi Riset Ekonomi dan Akuntansi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62951/ijecm.v3i2.1227

Abstract

Hospital service quality is a primary determinant in shaping patient loyalty, particularly revisit intention. This study aims to analyze the effect of responsiveness and communication clarity on revisit intention, with timeliness of service as an intervening variable among inpatients. The research employed a quantitative approach with a cross-sectional design. The sample consisted of 162 inpatients selected using purposive sampling. Data were analyzed using Structural Equation Modeling (SEM-PLS). The results indicate that responsiveness and communication clarity have a positive and significant effect on revisit intention. Communication clarity significantly affects timeliness of service, whereas responsiveness does not have a significant effect on timeliness of service. Timeliness of service does not directly affect revisit intention; however, it partially mediates the relationship between communication clarity and revisit intention. These findings emphasize that the quality of healthcare providers’ communication is a dominant factor in shaping inpatient loyalty. The research implications highlight the importance of strengthening clinical communication and service time management as strategies to improve hospital service quality.
Co-Authors Agus Kurniawan Agus Kurniawan Anis Amarwati Anton Pramonohadi Aprilita Rina Yanti Christine Verina Cixo Cixo Dwi Anindya Harimurti Edy Humaidi Elva Derista Hendie Hendie Hendrik Hendrik Idrus Jus’at Jeckie Jeckie MF. Arrozi Adhikara Michael God Boy Noprieka Suriadiman Noviermi Noviermi Rini Rubiyanti Rosida Siboro sandra dewi Shanti Handayani SITI NURJANAH Wiliam Wiliam Wilson Vernando yeni wati