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All Journal International Journal of Public Health Science (IJPHS) Jurnal Gizi dan Pangan Jurnal Gizi PROSIDING SEMINAR NASIONAL JURNAL GIZI INDONESIA NUTRIRE DIAITA Journal of Nutrition College Indonesian Journal of Human Nutrition Nutri-Sains: Jurnal Gizi, Pangan dan Aplikasinya GIZI INDONESIA Syntax Literate: Jurnal Ilmiah Indonesia Journal of Economic, Bussines and Accounting (COSTING) Jurnal Pengabdian Masyarakat AbdiMas Jurnal Kreativitas PKM International Journal of Nursing and Health Services (IJNHS) Inovasi: Jurnal Ilmiah Ilmu Manajemen Jurnal Abdimas Madani dan Lestari (JAMALI) Journal of Nursing and Public Health (JNPH) Sport and Nutrition Journal SENADA : Semangat Nasional Dalam MengabdI Action Research Literate (ARL) Jurnal Begawe Teknologi Informasi Journal of Hospital Management Journal of Indonesian Specialized Nutrition ARUS JURNAL SAINS DAN TEKNOLOGI Cermin Dunia Kedokteran Sport and Nutrition Journal
Erry Yudhya Mulyani
Program Studi Ilmu Gizi, Fakultas Ilmu Kesehatan, Universitas Esa Unggul Jalan Arjuna Utara, Tomang Tol, Kebon Jeruk, Jakarta Barat – 11510
Agriculture, Biological Sciences & Forestry Humanities Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Health Professions Immunology & microbiology Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Medicine & Pharmacology Nursing Public Health Social Sciences Other

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PERAN MEDIASI REPUTASI RUMAH SAKIT PADA PENGARUH RELATIONSHIP MARKETING,PERSEPSI NILAI, DAN INOVASI TERHADAP ELECTRONIC WORD OF MOUTH Kurniawati, Indah; Handayani, Dini; Mulyani, Erry Yudhya
Journal of Economic, Bussines and Accounting (COSTING) Vol. 9 No. 1 (2026): COSTING : Journal of Economic, Bussines and Accounting
Publisher : Institut Penelitian Matematika, Komputer, Keperawatan, Pendidikan dan Ekonomi (IPM2KPE)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31539/fqtgfj02

Abstract

This study aims to analyze the influence of relationship marketing, perceived value, and service innovation on electronic word of mouth (eWOM) with hospital reputation as a mediating variable at Tzu Chi Hospital PIK. This study used a quantitative approach with a survey distributed to 200 patients. Data were analyzed using SEM-AMOS to test the relationship between variables, and the Three-Box Method to map variable performance based on respondents' perception indices. The results showed that simultaneously, relationship marketing, perceived value, and service innovation, through hospital reputation, had a positive and significant effect on eWOM. Partially, relationship marketing, perceived value, and service innovation had a significant positive effect on eWOM. Relationship marketing and service innovation had a positive and significant effect on hospital reputation, while perceived value had no effect. Hospital reputation also had a significant positive effect on eWOM but did not mediate the relationship between the variables. These findings suggest that patient eWOM is influenced by factors other than those in the research model. The Three-Box Method results showed that all variables were in the high category, although several indicators still had relatively low scores. This study implies that eWOM in the healthcare sector is not only influenced by relationships, values, and service innovation, but also by other factors such as patient emotional experiences, personal interactions, and the quality of digital communication.
Co-Authors A.A. Ketut Agung Cahyawan W Abi Saptadinata Afif, Irfani Ahmad Fuad Anggiruling, Dwikani Oklita Anggraeni, Dwi Puspitasari Anggita Ari Pambudi Arief Kusuma Astika, Fannysa At Thaariq, Pertiwi Azizah, Anik Hanifatul Budi Iman Santoso Budy Wiryawan Candra Kusuma Ningrum, Galuh Christophera R Lucius Dewi, Defi Chintya Dewi, Novitasari Didit Damayanti Dini Handayani, Dini Dodik Briawan Dudung Angkasa Duta Liana Dwijayanti, Isniati Dyah Oktabriawatie Elvandari, Miliyantri Elvandari, Milliyantri Endang Ruswanti Endang Triyani, Endang Ernawati Ernawati Erwan Baharudin Ety Nurhayati Fernanda, Catrine Frisma, Istiqo Gifari, Nazhif Hardinsyah Hazadina, Tsabitah Husnan, Faidh Ichwanudin, Muhammad Ikbal Rachmat Illah Sailah Imam Yuwono Indah Kurniawati Indah Suci Anzarkusuma Intan Silviana Irianto, Sugeng Eko Jannah, Ana Raudah Al Julyta, Dwi Meutia Jus'at, Idrus Jus?at, Idrus Jusat, Idrus Jus’at, Idrus Jus’at, Idrus Jus’at, Idrus JUS’AT, IDRUS Kusumapradja, Rokiah Laili, Aditya Fatkhi Laras Sitoayu Mabruroh, Faizul Maharani, Adhelin Maratis, Jerry Maria Poppy Herlianti MARIA STEPHANIE Mariyana Widiastuti Maya Fernandya Siahaan Meiriasari, Meiriasari MF. Arrozi Adhikara Minarti, Indah Puji Mohamad Reza Hilmy Mury Kuswari Mustika, Anindya Billa Mustikawati, Intan Silviana Nadiya, Feren Nadiyah Nadiyah Narliani, Eka Rowiyan Nazruddin Safaat H Nefianto, Tirton Nirmala Sari Nizirwan Anwar Noerni, Noerni Noviana, Ulfa Novianti, Anugrah Novianti, Titta Nugroho, Tezar Mega Nuraeni, Neli Nuraini Fauziah Nurbaiti, Syifa NURBANI, LISA Nurhayati, Arin Fransisca Orlando, Andreas Palupi, Khairizka Citra Permatasari, Indah Dwi Pertiwi, Dewi Ayu Puri, Ratna Purwanti, Clara Puspita Sari, Bela Puspitaningrum, Ratri Putri Handayani Putri Handayani Putri Ronitawati Putri, Ranty Aditya Putri, Renata Mega Rachmanida Nuzrina Reza Fadhilla Rian Adi Pamungkas Rumana, Nanda A Sa'pang, Mertien Saputra, Sugiyono Saputro, Eko Wahyu Irvan Sari, Yumelda Shidiqah, Raysah Sa’diyah Slanga, Pocut Sri Irawati Stanin, Enrico Stevany Sundjaya, Tonny Susanto, Prandika Tahjoo, Anastina Tarigan, Mazmur Tati Susilawati, Tati Ulli, Meilanda Metawati Ummanah Ummanah, Ummanah Utami, Dessy Aryanti Vitria Melani, Vitria Wahidi, Kemala Rita Wahyuni, Yulia WIDAWATI, WAHYU Widodo, Agung Mulyo Wijaya, Rahmat Wulan Agustina Yanuar Ramadhan Yumeldasari, Yumeldasari Zelfino, Zelfino Zelfino, Zelfino