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All Journal Gadjah Mada International Journal of Business
NWOSU, Laurine
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Economics, Econometrics & Finance

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The Impact of Perceived Physician Communication Skills on Revisit Intention: A Moderated Mediation Model NWOSU, Laurine; YESILADA, Figen; AGHAEI, Iman; AHMED, Japheth
Gadjah Mada International Journal of Business Vol 27, No 2 (2025): May-August
Publisher : Master in Management, Faculty of Economics and Business, Universitas Gadjah Mada

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22146/gamaijb.91430

Abstract

This study aims to evaluate the impact of perceived physician communication skills on patients’ revisit intention, focusing on the mediating role of two dimensions of trust and the moderating role of gender. While several studies on revisit intention examine the effect of service quality as a whole, this is one of the few that not only focuses solely on physician-patient communication but also examines both dimensions of trust and revisit intention with the same physician. A cross-sectional survey was employed via questionnaire distribution. A total of 265 valid responses were used for data analysis. The findings revealed that perceived physician communication skills impact trust and revisit intention. Emotional trust was seen to have a full mediating effect on the relationship. Gender had no moderating effect on the proposed relationship, which suggests that irrespective of gender, patients’ expectations and preferences for effective communication are similar. By cultivating a supportive and empathetic attitude, physicians can create a positive emotional environment that enhances patient trust and positive behavioral intentions
Co-Authors AGHAEI, Iman AHMED, Japheth YESILADA, Figen