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Journal : IIJSE

From Perception to Decision: The Role of Marketing Mix, Service Quality, and Consumer Trust in Medical On-Call Services Susanto, Dede Himawan Dwi; Hidayat, Dasrun; Widjaja, Yani Restiani
Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE) Vol 9 No 1 (2026): Sharia Economics
Publisher : Universitas KH. Abdul Chalim Mojokerto

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31538/iijse.v9i1.9493

Abstract

This study examines the influence of marketing strategy, service quality, and consumer trust on the decision to use medical on-call services, with consumer perception positioned as a mediating variable. Employing an explanatory sequential mixed methods design, the quantitative phase involved 95 users surveyed through a Likert-scale questionnaire and analyzed using multiple linear regression and mediation testing. The qualitative phase consisted of in-depth interviews with five informants to contextualize statistical findings and explore users’ evaluative mechanisms. The results show that marketing strategy and service quality have a positive and significant effect on service-use decisions, whereas trust does not exert a direct influence. Consumer perception emerged as the only variable with a strong direct effect on decision-making and mediates the effects of marketing strategy and service quality partially, while fully mediating the effect of trust. Qualitative themes reinforce these findings by revealing that users’ decisions are shaped by clarity of information, responsiveness, medical competence, perceived safety, and the relevance of services to personal needs. The study concludes that perception functions as the core cognitive–affective mechanism linking external stimuli to behavioral decisions in digital healthcare services. Managerial implications highlight the importance of perception-based service design, consistent communication, data security, and improved clinical interaction quality.
Co-Authors Acep Rohendi Achmad Wildan Kurniawan Achmad Wildan Kurniawan, Achmad Wildan Afifah Nurul Mardhiyah Agia Dwi Vici Utami Agung Prasetya Agung, Ign Wiseto P Agung, Wiseto Prasetyo Ahmad Jaenal Mustopa Jaenal Mustopa Aisya Sucy Nabila Alam, Hikmatul Aliya Azrifatin, Anis Alvi Fitrianti Alya Rahma Zahrani Andikarya, Oke Anisa Nurul Hasanah Anisti, Anisti Arif Rachman Astuti, Gita Atie Rachmiatie Aulia, Ellena Fitri Bagenda, Wahyuddin Bambang Sugiyarto Baruna Tyaswara Baskoro, Lahandi Bayu Rizky Ramadhani Berliani, Ajeng Novia Birowo, Anandito Budiono, Vica Claudia Cecilia Putri Christa Citta, Givania Diwiya Darajat Wibawa Deri Hanafy D Destien Mistavakia Sirait Dian Aprianita Diana Soesilo, Diana Dinda Rizkyana Diny Fitriawati, Diny Dwi Budi Santoso Dyah Putri Ayuningtyas Eli Susana, Eli Ellena Fitri Aulia Elsa Yuniarti Endang Komara Engkus Kuswarno Erliany Syaodih Erliany Syaodih Fath, Zulfa Nurul Febry Ramadanu Feliza Zubair Feliza Zubair Femi Oktaviani Ferdinandus Ngare Gartika Rahmasari Gartika Rahmasari, Gartika Gita Melati Gusdianto, Adi Gustini, Leili Kurnia Halita, Yessi Okta Hamdani, Neng Heni Rachmawati Handayani , Nining Handayani, Ni Luh Handhika Perdhana Putra Hanny Hafiar Harikatang, Agung Damai Haslina Halim Haura Hermawanti Hendrawan, Heri Henhen Siti Rugoyah Hidayanto, Arif Nur Hidayat, Sarah Nursa'diah I Made, Dwi Saputra Indria Angga Dianita Iswanto Iswanto Jayawijaya, Firman Kahar Mulyani Kahar Mulyani Kamarani, Dinar Dina Karamani, Dinar Dina Karlina Nadya Kharmi Juni Yanti Koleangan, Peter Joshua Alexander Kusharini, Omitta Yuliastuti Lalu Anugrah Nugraha Lazuardy, Muhammad Azhary Lee, Yoseph Lena, Lena Lestari, Yuniati Lyndon, Novel Lyndon, Novel Anak Maeskina, Mega Mutia Maharani, Iris Fatia Mahardiansyah Suhadi Mahardiansyah Suhadi Maya Retnasari Maya Retnasary Maylanny Christin Mega Mutia Maeskina Mega Mutia Maeskina Merri Indriana Merri Indriana Mudzammil Fikri Haqani Muhammad Raji Alfathian Muhammad Rofi Jamil Mujianto, Haryadi Mulyani, Kahar Nabila Damayani Marzaman Nadia Agustina Rahayu Naya, Pramedistiyani N Ain Neng Yayu Nining Handayani Nining Handayani Noer Rizky Helga Widowati Noer Rizky Helga Widowati Noeraida Noeraida Nofha Rina Nopita Dewi Novian Agung Pratama Novianti Eka Kartika Nugraha, Lalu Anugrah Nur Afifa, Vanessa Aura Nur'aeni, Nur'aeni Nur, Risti Nur’Aeni, Nur’Aeni Primaditya, Intan Nararia Purwadhi Purwadhi Purwadhi Purwadhi R. Oke Andikarya Rahmani, Tazkia Falah Rahmat Hidayat Raihan Robiansyah Rangga Alfara Raudya Putri Damayanti Rena Delianti Restiani, Yani Reza Rizkina Taufik Rhenald Fahmi Andhika Rian Andriani, Rian Rinidji, Alif Putra Rohendi, A S Nurul Fatonah Saputri, Almauri Satia Rahmawati, Lusi Sigourney Ruth Bunga Tanuwijaya Simamora, Harmoni Sobia Shahzad Sri Dewi Setiawati Sroyer, Beatrik Yunike Yulanda Suci Nujiana Sudiryo, Sudiryo Sufiati, Seli Dela Suherman, Suherman Sukajie, Bambang Sukatno Krisbianto Sukatno Krisbianto Sukma, Firandicha Prawira Sukmawati, Nisrina Sulistyowati, Yekti Surman, Surman Susanto, Dede Himawan Dwi Suyono, Seso Sulijaya Syafiqoh, Salwa Syarifuddin , Didin Syifarina Mutiara Oktaviani Tabitha Hemastuti Tara, Elena Silvia Tarmidzi, Nur'aeni Titin Suhartini Titin Suhartini Trisnaryan Pratama, Fahri Ummah, Syadathul Utomo, Muhammad Aditya Vebrianti, Seni Veranita, Mira Viky Ferdiansyah Yani Restiani Widjaja Yani Restiani Widjaja, Yani Restiani Yaser Mubarok Zikri Fachrul Nurhadi, Zikri Fachrul