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All Journal Jurnal Ekonomi Journal of Business Strategy and Execution Syntax Literate: Jurnal Ilmiah Indonesia Jurnal Organisasi Dan Manajemen Al Qalam: Jurnal Ilmiah Keagamaan dan Kemasyarakatan Bisma: Jurnal Bisnis dan Manajemen Petra International journal of Business Studies (IJBS) Journal of Humanities and Social Studies JENIUS (Jurnal Ilmiah Manajemen Sumber Daya Manusia) Al-Kharaj: Journal of Islamic Economic and Business Jurnal Manajemen Bisnis dan Kewirausahaan Jurnal Cahaya Mandalika Jurnal Manajerial Dan Kewirausahaan East Asian Journal of Multidisciplinary Research (EAJMR) Journal of Comprehensive Science Eduvest - Journal of Universal Studies Journal of Sustainable Community Service International Journal of Application on Economics and Business Jurnal Serina Ekonomi dan Bisnis
Sarwo Edy Handoyo, Sarwo Edy
Lecturer in Faculty of Economics, Universitas Tarumanegara
Aerospace Engineering Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Neuroscience Social Sciences Other

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Journal : Journal of Humanities and Social Studies

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Factors Affecting the Intention of Inpatient Revisit Mediated by Patient Trust Hidayat, Adjra Safira; Handoyo, Sarwo Edy
JHSS (JOURNAL OF HUMANITIES AND SOCIAL STUDIES) Vol 9, No 2 (2025): Journal of Humanities and Social Studies
Publisher : UNIVERSITAS PAKUAN

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33751/jhss.v9i2.12086

Abstract

This study aims to examine the influence of health service quality and patient satisfaction on revisit intention, with patient trust as a mediating variable, among hospitalized patients at Ciawi Regional Hospital. A quantitative method with a causal-comparative design was employed, and primary data were collected through questionnaires distributed to 108 inpatients. Data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS version 4.0. The measurement model evaluation indicated that all indicators fulfilled validity and reliability requirements, including convergent and discriminant validity assessed through Fornell-Larcker criteria, cross-loadings, and HTMT ratio. In the structural model analysis, the model demonstrated strong explanatory power, with an R-square value of 74.4% for revisit intention and 40.7% for patient trust, and showed predictive relevance with a Q-square value of 0.668. Hypothesis testing revealed that both health service quality and patient satisfaction had positive and significant effects on revisit intention and patient trust. Furthermore, patient trust was found to have a positive and significant influence on revisit intention. Mediation analysis confirmed that patient trust significantly mediated the relationship between health service quality and patient satisfaction on revisit intention. These findings support the applicability of the Theory of Planned Behavior in healthcare services and highlight the critical role of patient trust in bridging service quality and satisfaction to promote revisit intention. The study offers practical recommendations for Ciawi Regional Hospital to enhance service quality and build patient trust as strategies to increase patient loyalty and revisit frequency.
Determinant Factors Of Loyalty Mediated By Hospital Patient Satisfaction Handoyo, Sarwo Edy; Rahayu, Mutiara Sri
JHSS (JOURNAL OF HUMANITIES AND SOCIAL STUDIES) Vol 9, No 2 (2025): Journal of Humanities and Social Studies
Publisher : UNIVERSITAS PAKUAN

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33751/jhss.v9i2.12088

Abstract

This study aims to analyze the influence of corporate image and service quality on patient loyalty, with patient satisfaction as a mediating variable, at the Kota Bekasi Regional General Hospital (RSUD) in Bekasi City. This RSUD is a public health facility that faces challenges in maintaining and increasing patient satisfaction and loyalty amidst fluctuations in service quality and patient complaints. A quantitative research method with an explanatory approach was used, with data analyzed using Partial Least Square – Structural Equation Modeling (PLS-SEM). A total of seven hypotheses were tested in this study. The results showed that corporate image and service quality have a positive and significant influence on patient satisfaction. In addition, corporate image also has a positive and significant influence on patient loyalty, and patient satisfaction has a positive and significant influence on patient loyalty. Another important finding is that patient satisfaction is able to mediate the influence of corporate image on patient loyalty significantly. However, service quality does not have a significant direct influence on patient loyalty, and patient satisfaction is also unable to significantly mediate the influence of service quality on patient loyalty.
Co-Authors Albarazi, M. Zein Andi Harmoko Arifin Angelaine, Imelda Angelina Angelina Anita Erari Antonius Antonius Bunardi, Gunawan Cahyadi, Herman Carunia Mulya Firdausy, Carunia Mulya Chai, Misshell Christian, Denis Cicillia, Virny Claril Dameria, Lusiana Dumatubun, Caecilia Dewi Anggraeni Elvi Elvi, Elvi Halim, Linda Handrich Kongdro, Handrich Hanif, Dessy Fitrahtul Haris Maupa Herlin Tundjung Setijaningsih, Herlin Tundjung Hidayat, Adjra Safira Hidayat, Dina HS, Ikhwan Ida Puspitowati Kania, Yanti Lestari, Aloysia Maria Sri Hastuti Maharani, Apsari Masman, Ronnie Resdianto Ni Made Devi Devanthi Novianty, Novianty Osman, Deny Patria, Bagus Gede Pranoto, Chandra Dharmawan Pratama, Ferdy Putra, Jo, Anula Putri, Amanda Angelica Putri, Janeta Naomi Rahayu, Mutiara Sri Safitri, Christini Nur Sanjaya, Steven Sasia, Karla Puteri Sabat Sofian, Stephanie Chrystella Sunario, Cavell Sundari, Novia Syarafi, Muhammad Wahyu Theofadilla, Amadeus Yosef Triswandana, Novan Umniyyah, Syahla Valentino, Wilsen Vallerine, Jessyca Verdian Winata, Rachel Monica Wiranata, Jadee Amartya Putri