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All Journal YUME : Journal of Management International Journal of Social Service and Research
Hasanah, Ratu Ina
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Social Sciences

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THE MEDIATING ROLE OF EMOTIONAL SATISFACTION AND PATIENT TRUST IN THE RELATIONSHIP BETWEEN SERVICE QUALITY AND REVISIT INTENTION Hasanah, Ratu Ina; Meutia, Meutia; Lutfi, Lutfi
International Journal of Social Service and Research Vol. 4 No. 10 (2024): International Journal of Social Service and Research
Publisher : Ridwan Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46799/ijssr.v4i10.1037

Abstract

Revisit intention is an interesting issue in the field of marketing and is important in the service industry because maintaining customer loyalty in the long term is the success key of a business. Measuring and predicting revisit intention is considered as one of the important indicators of the achievement of service companies. This study aims to investigate the effects of service quality on the revisit intention of patients to hospitals, as well as the mediating role of emotional satisfaction and patient trust on the relationship between service quality and revisit intention. The sample used in this study amounted to 200 respondents who were patients with non BPJS Health insurance who visited at least three times in 2021-2023. The sampling technique in this study used non probability sampling technique (purposive sampling). The method used in this study is Structural Equation Modeling (SEM) and using smart PLS 3.2.9 software. The findings of this study shows that service quality does not have a direct impact on revisit intention of non-BPJS Health patients, but rather an indirect impact through emotional satisfaction and patient trust. Emotional satisfaction mediates the relationship between service quality and revisit intention, while patient trust also plays a role. Based on the analysis of mediation influence, emotional satisfaction and patient trust play a role in full mediation (indirect-only).
Destination Image dan Memorable Tourism Experience dalam Revisit Intention Generasi Millenial dan Gen Z (Studi pada Wisata Banten Lama) Hasanah, Ratu Ina; Meutia, Meutia; Lutfi, Lutfi
YUME : Journal of Management Vol 7, No 2 (2024)
Publisher : Pascasarjana STIE Amkop Makassar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37531/yum.v7i2.6693

Abstract

Penelitian ini bertujuan untuk mengetahui pengaruh Destination Image mencakup Cognitive Image dan Affective Image terhadap peningkatan Revisit Intention dengan Memorable Tourism Experience (MTE)  sebagai variabel intervening pada wisatawan Generasi Millenial dan Gen Z. Jenis penelitian yang digunakan adalah penelitian kuantitatif deskriptif. Populasi dalam penelitian ini adalah pengunjung Objek Wisata Banten Lama. Teknik pengambilan sampel yang digunakan adalah purposive sampling. Jumlah sampel yang digunakan sebanyak 150 responden. Metode analisis data menggunakan Structural Equation Modelling (SEM) dengan SmartPLS 3.2.9. Hasil menunjukan bahwa MTE mampu memediasi hubungan Cognitive Image dan Affective Image terhadap Revisit Intention. Dengan kedudukan variabel mediasi full mediation. Penelitian ini mengungkapkan bahwa Cognitive Image dan Affective Image memiliki pengaruh positif namun tidak signifikan terhadap Revisit Intention. Implikasi dari penelitian ini yaitu pengelola destinasi dapat berkontribusi dalam meningkatkan pembentukan MTE agar wisatawan Generasi Millenial dan Gen Z bersedia untuk mengunjungi kembali destinasi Banten Lama.Kata Kunci: Destination Image; Cognitive Image; Affective Image; Memorable Tourism Experience (MTE); Revisit Intention.
Co-Authors Jayawarsa, A.A. Ketut Meutia, Meutia