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All Journal International Journal of Nursing and Health Services (IJNHS) Unnes Journal of Public Health YARSI Medical Journal Jurnal Riset Kesehatan Poltekkes Depkes Bandung Jurnal Manajemen Informasi Kesehatan Indonesia (JMIKI) Dinasti International Journal of Education Management and Social Science PREPOTIF : Jurnal Kesehatan Masyarakat Journal of Nursing and Public Health (JNPH) Health Publica : Jurnal Kesehatan Masyarakat Journal of Comprehensive Science Public Health and Safety International Journal (PHASIJ) Journal of Hospital Management Ezra Science Bulletin
Ratna Indrawati, Ratna
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Arts Humanities Biochemistry, Genetics & Molecular Biology Computer Science & IT Dentistry Economics, Econometrics & Finance Education Electrical & Electronics Engineering Health Professions Immunology & microbiology Languange, Linguistic, Communication & Media Library & Information Science Medicine & Pharmacology Nursing Public Health Social Sciences Veterinary Other

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The Role of Customer Engagement Influenced Brand Image, Advertising, and Patient Experience on Customer Delight of Outpatients in Hospital X Palit, Selvyana C.; Indrawati, Ratna; Pamungkas, Rian Adi
International Journal of Nursing and Health Services (IJNHS) Vol. 8 No. 4 (2025): International Journal of Nursing and Health Services (IJHNS)
Publisher : Alta Dharma Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35654/ijnhs.v8i4.883

Abstract

Background: This research originates from a preliminary survey indicating that while most BSD area residents are aware of Hospital X, there is potential to enhance both the quality of its services and the extent of its utilization within the community. Objective: The aim of this study was to examine brand image, advertising, and patient experience on customer delight, with customer engagement serving as a mediating variable among Hospital outpatient population. Method: The study employed a quantitative approach using a cross-sectional design. The target population included all patients who had received care at Hospital X's Internal Medicine outpatient department in the past six months, though the exact number of patients is unknown. Using purposive sampling and the Lemeshow formula, 99 respondents were selected. Data was gathered through questionnaires and analyzed using the three-box method combined with multiple linear regression. Result: The findings demonstrate that brand image, advertising, and patient experience influence customer delight, with customer engagement as a mediating factor. However, brand image and advertising do not significantly affect customer engagement or customer delight among Hospital X's outpatients. Conversely, patient experience has a notable direct impact on both customer engagement and customer delight. Additionally, customer engagement directly enhances customer delight. Conclusion: Patient experience emerges as the most influential factor in boosting customer engagement and delight, whereas advertising is the least impactful in achieving these outcomes
Co-Authors Aida, Mus Alkatiri, Fauzi Ahmad ANDRY, ANDRY Aprilita Rina Yanti Eff Ayu Aprilia, Citra Caesario Satria Putra, Alfin Castra, Carsiti Nuryadi Damayanti, Riastuti Dyah Ayu Dewi Oktaviani, Dewi Dewi, Nisvi Dian, Wahyu Fitriawati, Rahayu Hardi Pratiwi, Dita Herey, Peter Hosizah Hosizah Hosizah Johanes Johanes, Johanes Kusumapradja, Rokiah lestari, intan ayu MF. Arrozi Adhikara Mulyani , Erry Yudhya Nofierni, Nofierni Palit, Selvyana C. Peter Herey Pravitasari Prieely, Chyntia Rian Adi Pamungkas, Rian Adi Rosyid, Ainur Rudy Dwi Nyoto, Rudy Dwi Sarantie, Ade Selamat Simarmata, Tioma Lusi Septiana Susanthy, Adhita Susanti Susanti Tahjoo, Anastina Tari Mardiana Utami, Luciana Mery Wahyuni Dian Purwati