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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 ,, Purwadhi A. Rohendi, A. Ade Mubarok Adnan Ginanjar Agustina Araufi Ahmad Ahmad Ali Amran Ali Amran Andhita Dian Dini Andi Karisma Anggun Desilia Apriana Clara Ardanti, Rizkia Ima Arumjati, Vernilina Oktaeighta Arumjati, Vernillina Oktaeighta Aryo Wibisono Asriansyah Asriansyah As’ady, BJ. Azmy Awwalunisa Aprilia Wijaya Ayomi, Anasthasia F M Bagenda, Wahyuddin Batjo, Iriyanti Bayu Wahyudi Budijono, Rudy Catur Martian Fajar Cecep Darmawan, Cecep Chitrayuni, Wilsa Dasrun Hidayat Deden Edwar Yokeu Bernardin Destyoningtyas, Rizki Ashary Dewi, Nyoman Nila Dhea Indriani Dhea Indriani Dhian Tyas Utami Dimyati, Ferry Dwinta Mulyanti Edi Hartono Eduardus Raditya Kusuma Putra Emanuela, Febrina Endah Pujiastuti Eneng Kamelia Erliany Syaodih Ermiati Ermiati Fanny Fardiyani Fatimah, Jardinia Dian Fauzan Febi Dwi Jayanti Rahmat Febi Dwi Jayanti Rahmat, Febi Dwi Jayanti Febrina Emanuela Feronica Melinda Muskitta Firdaus, Arsya Firdausa, Kiko Erynio Fitriasari, Nur Gani Nurdiyana Ginting, Agustina Br. Habibie, Ariyanto Hakim, Bagus Lukman Haliem, Helena Claudia Hapa, Maria Hapid, Reza Heni Rohaeni Heni Rohaeni Herlina, Nina - Hidayati, Wida Humaera, Namira Nita Indah Dwi Mentari Indah, Sonia Fillahi Irawati, Irfa Irma Sri Widhiyanti Irpan Nugraha Irpan Nugraha, Irpan J. Junius Juliana, Dewi Sri Junius, J. Karlinawati, Ni Made Devi Santi Kusharini, Omitta Yuliastuti Langingi, Gerald Hendriks Larasati Larasati Lestari, Nike Dwi Putri Lia Mirawati Lidwina Kasiani Meylina Lukas, Denny Christian M. Rizal Fauzi Maharani, Ardelia Maharani, Dessy Mahardika, Yudia Mahmudah, Nisa Makmur, Afifah Idelma Manik, Sitti Lolo Sundari Margaretna, Nur Fitri Marlena, Ena Masuni, Evi Mayang Wulandari Mayang Wulandari Mellynia Yuniarti Mochamad Reza Nanda Eka Putri Nanda Sari, Dhiastika Niluh Dewi Ratnasari, Niluh Dewi Nining Handayani Nisa Mahmudah Novita Serliana, Novita Novriyanti, Tika Nurdiyana, Gani Nurhalisa Putri Nurhidayati, Ira Nurwijayanti Octavyani, Yanti P. Purwadi P. Purwadi Pangihutan, Reymond Pattinasarany, Alfadesta Hermon Perdana, Noor Roziq Ghulam Pertiwi, Shanti Asih Pipang Patasik, Kevin Pradnyana, I Gde Yoghie Pratomo, Nugroho Rizki Purwadhi Purwadhi Purwadhi Purwadhi Purwadhi Purwadhi Purwadhi Purwadi, P. Putra, Eduardus Raditya Kusuma Putra, Kevin Aldio Putri, Novia Ayu Wijayantis Susanto Putri, Nurhalisa Putriasni, Chyntia Qohardita, Risa R. Poppy Yaniawati Rachmawati, Amalia Rahmat Ilham Rahmayati, Anisa Ratnawati, Yeni Raysha Ramadhani Reymond Pangihutan Rhomadon, Wahyu Rian Andriani, Rian Rifa Adhiani, Waode Rilistyawati, Nabila Distiara Riswanda, Jhon Rohendi, Aceng Rohendi, H.A ROHMAH, FAIZATUR Rosianti Rosidawati Wiradirja, Imas Ruth Alexandra Sahidillah Nurdin Sandi, Ghaniy Prima Satriya, Guntur Seso Sulijaya Suyono Setiati Putri, Paramita Indah Setyagraha, Javan Agustian Silvania, Grace Ayu Sinta Rosmaini Siti Nuryanti Sri Widya Astuti, Baiq Sroyer, Beatrik Yunike Yulanda Sudarman, Brillianty Putrisari Sukajie, Bambang Susanto, Dede Himawan Dwi Suyono, Seso Sulijaya Thalia, Thalia Tri Lestari Triyono, Alfian Heri Tunggadewi, Ni Putu Tania Nadyanti Umchudloh, Umchudloh Usman, Umar Veranita, Mira Viany, Viany Wentinusa, Stella Maria Widodo, Ayudisty Ristika Kusumawardhani Wijaya, Awwalunisa Aprilia Wildan Windaswari, Gusti Ayu Rahayu Witarsih, Silvia Witri, Repelita Wydaswara, Mita Yaniawati, Poppy Yasa, Sang Made Agus Wira Nugraha Yogiyopranoto, Muhammad Yongki Hadinata Wijaya Yudia Mahardika Yunita, Dian Zalmah Zivana, Fidela Hanan ⁠Mianova Mintardi