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All Journal E-Journal of Tourism Journal of Tourism Destination and Attraction Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences International Journal of Humanities Education and Social Sciences Jurnal AKAL: Abdimas dan Kearifan Lokal Media Riset Bisnis & Manajemen Apollo: Journal of Tourism and Business Paradoks : Jurnal Ilmu Ekonomi
Sarfilianty Anggiani
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Religion Arts Humanities Automotive Engineering Civil Engineering, Building, Construction & Architecture Economics, Econometrics & Finance Languange, Linguistic, Communication & Media Public Health Social Sciences Transportation Other

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The Impact of Hospital Service Technology and Service Quality on Patient Revisit Intention: Mediating Role of Patient Experience Priyanto, Eko Budi; Euis Rahayuningsih; Sarfilianty Anggiani
Paradoks : Jurnal Ilmu Ekonomi Vol. 8 No. 3 (2025): May - July
Publisher : Fakultas Ekonomi, Universitas Muslim Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57178/paradoks.v8i3.1375

Abstract

This study investigates the synergistic influence of hospital service technology and service quality on patient experience, and how this experience subsequently affects revisit intention. Drawing on data from 195 patients across one public and four private hospitals in Tangerang, Banten Province, the research employs partial least squares structural equation modeling (PLS-SEM) to test a conceptual framework integrating technological and human-centric service dimensions. Results indicate that both hospital service technology and service quality significantly enhance patient experience, which in turn strongly influences revisit intention. The mediating role of patient experience is also confirmed, with indirect effects showing that improvements in both technology and service quality translate into greater patient loyalty through enhanced experiential outcomes. These findings suggest aligning technological advancements with fundamental service excellence to foster long-term patient relationships. Theoretical and practical implications are discussed, highlighting strategies for healthcare providers aiming to improve patient retention and institutional reputation in an increasingly competitive environment.
Technology Value Cocreation in Healthcare Service: A Literature Review 2020-2025 Siti Khoirun Nisa; Utomo, Destiawan Eko; Sarfilianty Anggiani
Paradoks : Jurnal Ilmu Ekonomi Vol. 8 No. 3 (2025): May - July
Publisher : Fakultas Ekonomi, Universitas Muslim Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57178/paradoks.v8i3.1376

Abstract

This literature review examines five years of research (2020–2025) on technology value co-creation in healthcare services, addressing a notable gap in comprehensive syntheses of this evolving domain. Driven by the increasing prominence of digital health technologies, this study systematically analyzes 24 peer-reviewed articles from Emerald and ScienceDirect, categorizing them into five key themes: digital health technologies and mhealth platforms, patient and consumer engagement, organizational and ecosystem-level value co-creation, value co-creation frameworks and conceptual developments, and measurement and evaluation models. Findings reveal that while technology significantly empowers stakeholders and facilitates co-creation, there remains a limited understanding of multi-actor involvement, the active patient role, and the configurational impact of value drivers. The review highlights the inherently socio-technical nature of healthcare value co-creation, emphasizing the need for integrated approaches that consider human-AI entanglement, diverse engagement styles, and adaptive organizational practices. This synthesis contributes to both theory and practice by mapping current trends, identifying critical research gaps, and suggesting future avenues for fostering patient-centered, technology-enabled healthcare solutions.
Co-Authors Abdul Muslim Agustina Suparyati Albertha Dwi Setyorini Anastasia M.D. Batmomolin Ari Yuniarso ASEP HERMAWAN Daniel Widjaja Euis Rahayuningsih Hara Ibnufauzi Lystiardi Luhut Indra Mulyati, Yuyun Mutaqien, S.A. Mutaqien Neni Nuraeni, Neni Ni Ketut Rupini Priyanto, Eko Budi Rahmadianti Thomas Sarwoko Sarwoko Siti Khoirun Nisa Tri Hananto Utomo, Destiawan Eko Valentina Happy Vanesa Willy Arafah Yudhaputri, Egabetha Yustisia Pasfatima Mbulu