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All Journal Journal of Humanities, Social Science, Public Administration and Management (HUSOCPUMENT) Multidiciplinary Output Research for Actual and International Issue (Morfai Journal) International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) International Journal of Social Science, Educational, Economics, Agriculture Research, and Technology (IJSET) Journal of Social And Economics Research Jurnal Kedokteran Meditek journal of social and economic research
Fushen
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THE EFFECT OF SERVICE QUALITY AND PRICE PERCEPTION ON REVISIT INTENTION MEDIATED BY TRUST AT PRIMAYA HOSPITAL BETANG PAMBELUM PALANGKARAYA Asty Selevani; Eka Desy Purnama; Fushen
International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) Vol. 5 No. 3 (2025): June
Publisher : CV. Radja Publika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/ijebas.v5i3.3127

Abstract

This study aims to analyze the effect of service quality and price perception on revisit intention, with trust as a mediating variable, on health check-up (MCU) patients at Primaya Betang Pambelum Hospital, Palangkaraya. This study is motivated by the importance of understanding the factors that influence patient loyalty in health services. The study used a quantitative approach with the Structural Equation Modeling Partial Least Square (SEM-PLS) method. Data were collected through questionnaires distributed to patients who had used MCU services. The variables studied included service quality, price perception, trust, and revisit intention. The results showed that service quality had a significant positive effect on trust (β = 0.550; p = 0.000) and revisit intention (β = 0.313; p = 0.002). Likewise, price perception had a positive effect on trust (β = 0.357; p = 0.000) and revisit intention (β = 0.240; p = 0.003). Trust itself has been proven to have a significant effect on revisit intention (β = 0.334; p = 0.010). In addition, trust significantly mediates the relationship between service quality and price perception on revisit intention. In conclusion, service quality and price perception affect patient revisit intention both directly and indirectly through trust. Therefore, improving service quality and price affordability are key strategies to strengthen patient loyalty to hospital health services.
THE EFFECT OF SERVICE QUALITY AND PRICE ON CUSTOMER RETENTION MEDIATED BY CUSTOMER SATISFACTION IN THE OUTPATIENT UNIT OF RHC LAMPUNG CLINIC Yani Puji Mustika Sari; Hery Winoto Tj; Fushen
International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) Vol. 5 No. 1 (2025): February
Publisher : CV. Radja Publika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/ijebas.v5i1.2442

Abstract

This study is motivated by the increasing competition in the healthcare sector, especially clinics, which requires effective strategies in retaining patients. Stagnation and decline in the number of patients in 2023 are challenges for RHC Clinic in maintaining the level of visits, which are influenced by service quality and price. Customer retention is a crucial factor for the sustainability of the clinic, considering that the cost of attracting new customers is higher than retaining existing ones. Therefore, this study aims to analyze the effect of service quality and price on customer retention with customer satisfaction as the mediation. With a quantitative approach and purposive sampling method, this study involved 90 outpatient respondents at RHC Clinic, and data analysis was carried out using linear regression and Structural Equation Modeling (SEM) based on Partial Least Square (PLS) with WarpPLS 8.0 software. The results showed that service quality and price had a positive effect on customer satisfaction, which in turn had a positive effect on customer retention, with customer satisfaction as a significant mediating variable. These findings confirm that improving service quality and adjusting prices according to patient expectations play an important role in increasing patient satisfaction and retention. Therefore, the results of this study are expected to be a reference for RHC Clinic management in designing more optimal health service strategies to increase customer retention.
Co-Authors Asty Selevani Budi Haryono Eka Desy Purnama Fenny Kristinawati Glorivy Regita Sasqia Latuihamallo Hery Winoto TJ Josephine, Jodie Lolinia Agustina Florensia Nahan, Goza Ralinsa Only Pricilia Saparso Sheila Clarisa Korayan Wani Devita Gunardi Wiendo Syahputra Yahya Yani Puji Mustika Sari