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Anang Kistyanto
Universitas Negeri Surabaya
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Journal : Business and Finance Journal

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INFLUENCE OF SERVICE QUALITY REGARDING INTENTTIONS TO REVISIT INTENTION THROUGH PATIENT SATISFACTION AT THE WIYUNG HEALTH CENTER, SURABAYA CITY Rahmawati, Nor Endah; Wardoyo, Dewie Tri Wijayati; Kistyanto, Anang
Jurnal Bisnis dan Keuangan Vol 9 No 2 (2024): Business and Finance Journal
Publisher : Universitas Nahdlatul Ulama Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33086/bfj.v9i2.6519

Abstract

Public health centers as institutions that provide health services need to have human resources capable of providing good quality services to the community. This research aims to analyze the influence of service quality on patient satisfaction at the Wiyung Health Center, to analyze the influence of service quality on the revisit intention, to analyze the influence of patient satisfaction on the revisit intention, and to analyze whether patient satisfaction mediates the relationship between service quality and revisit intention to Wiyung Health Center. The sampling method used in this research was a survey of patients using accidental sampling with a questionnaire. The population in this study were patients who visited the Wiyung Surabaya Health Center, with a total number of patients taken in December 2023 of 6,484 people, and samples were taken from the population using the Slovin formula of 377 people. Data analysis was carried out using descriptive statistics, with tools used in the research using the Structural Equation Model (SEM) method approach with Partial Least Squares (PLS). Based on the results of data analysis, it was obtained: 1) service quality has a positive and significant effect on patient satisfaction; 2) Service quality has a positive and significant effect on revisit intention; 3) Patient satisfaction has a positive and significant effect on revisit intention; 4) Patient satisfaction has a significant effect mediates the relationship between service quality and revisit intention to Wiyung Health Center. Suggestions for the Wiyung Health Center are: 1) needs to promote through social media and brochures for the health equipment it has; 2) needs to conduct an analysis of material needs and plan the purchase of sufficient health equipment; 3) need to create a Customer Care service; 4) needs to carry out excellent service training.
Co-Authors A Nuzul, A Abiwara, Ikhsan Badra Amirusholihin Amirusholihin, Amirusholihin Andre D. Witjaksono Andre Dwijanto Witcaksono Andre Dwijanto Witjaksono Anggun Dyan Kartika Rini Anshori, Didin Antok, Muhammad Budiono Budiono Chinta Ayuning Putri Dewie Trie Wijayati Didin Anshori Dita Inkai Y Dwi Hariyono Dwiarko Nugrohoseno Dyah Parama Puspita Sari Ec. Budiono Eka Hendi Andriansyah Eko Prasetyo Elia Nur Azizah Emmy Deswiati Fandi Fathoni Fandi Fatoni Fandi Fatoni Febrika Yogie Hermanto Haidar Paramanandana Hatala, Rahmawati M. Hery Widijanto Hutomo, Wahyu Ika Diyah Candra Arifah Indahwati, Hari Istianah, Lailatul Jahroni Jahroni Jahroni, Jahroni jannah, robbiyatul Jannah, Siti Miftachul Jeje Abdul Rojak Jun Surjanti Lisa Sukmawati Mahardika, Muhammad Diar Mardiana, Mira Medya Sari Rachma Atika Moch. Khoirul Anwar Mochamad Irfan Moh. Danang Bahtiar Mufidah, Zulfin Rachma Muhajirin, Muhajirin Muhammad Diar Mahardika Muhammad Fajar Wahyudi Rahman Mukhlish, Dawam Musdholifah musyafak Musyafak Musyafak Musyafak Nadia Asandimitra Haryono Naurah Nazhifah Nihaya, Ina Uswatun Nnamdi, Anthony Ogbolu Nur Azizah, Elia Nurul Indawati Powell Gian Hartono Pradika Rahayu Prameswari, Anggraini Dian Prasetyowati, Aviv Ika Pujiastuti, Puput Putranto, Andy Joko Putro, Rahadian Kristanto R.A. Sista Paramita Rafli Ihza Rizaldi Rahmawati, Nor Endah Raja Zuraidah Rasi Rastuti, Henny Purwaning Ratih Amelia, Ratih Ratnasari, Anik Retno Budiarti Rian Dwi Cahya Rojak, Jeje Abdul Sahrul Fahad Sanaji Sanaji Sanaji Sanaji, Sanaji Sari, Dyah Parama Puspita Sarikullah, Intan Siadari*, Ulian Burju Sonda, Anggun Langitry Sri Setyo Iriani Sriminingsih, Nanik Sukma Dewi, Esa Ayu Suparmi, Mamik Supriyati . Suryanti, Ega Susanti Susanti Susi Handayani Tazkiyah Nur Laili Citra Dewi Tesdanahadi, Fatory Tony Seno Aji Trie Sis Biantoro Tutik Handayani, Tutik Tyas, Citra Widastining Ulil Hartono Utama, Lalu Satria Wahyu Hutomo Wardoyo, Dewi Tri Wijayanti Wardoyo, Dewie Tri Wartono, Sigit Widaswara, Eritria Widias Asmara, Ratna Wijayanti W, Dewie Tri Wijayanti W2, Dewie Tri Wijayanti, Anies Wijayati Wardoyo, Dewie Tri Yudha Pratama, Tegar Yulisharsasi Yulisharsasi, Yulisharsasi Yulvi Yusnia Anggriani Yustiarini, Yeny Yuyun Isbanah