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All Journal Paradoks : Jurnal Ilmu Ekonomi JER
Priyanto, Eko Budi
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Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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The Impact of Hospital Service Technology and Service Quality on Patient Revisit Intention: Mediating Role of Patient Experience Priyanto, Eko Budi; Euis Rahayuningsih; Sarfilianty Anggiani
Paradoks : Jurnal Ilmu Ekonomi Vol. 8 No. 3 (2025): May - July
Publisher : Fakultas Ekonomi, Universitas Muslim Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57178/paradoks.v8i3.1375

Abstract

This study investigates the synergistic influence of hospital service technology and service quality on patient experience, and how this experience subsequently affects revisit intention. Drawing on data from 195 patients across one public and four private hospitals in Tangerang, Banten Province, the research employs partial least squares structural equation modeling (PLS-SEM) to test a conceptual framework integrating technological and human-centric service dimensions. Results indicate that both hospital service technology and service quality significantly enhance patient experience, which in turn strongly influences revisit intention. The mediating role of patient experience is also confirmed, with indirect effects showing that improvements in both technology and service quality translate into greater patient loyalty through enhanced experiential outcomes. These findings suggest aligning technological advancements with fundamental service excellence to foster long-term patient relationships. Theoretical and practical implications are discussed, highlighting strategies for healthcare providers aiming to improve patient retention and institutional reputation in an increasingly competitive environment.
Pengaruh Pengalaman Pasien Terhadap Keinginan Berpartisipasi Pada Layanan Pasca Perawatan Rumah Sakit Priyanto, Eko Budi; Nuraeni, Neni; Nisa, Siti Khoirun; Sugiharto, Totok
Jurnal Economic Resource Vol. 8 No. 2 (2025): September - February
Publisher : Fakultas Ekonomi & Bisnis Universitas Muslim Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57178/jer.v8i2.1606

Abstract

Penelitian ini bertujuan untuk mengidentifikasi dan menganalisis faktor-faktor yang memengaruhi niat pasien dalam mengikuti layanan pasca perawatan dengan menggunakan kerangka teori theory of planned behavior (TPB) yang diperkaya oleh variabel moderasi pengalaman pasien. Data dikumpulkan melalui survei terhadap 124 responden yang telah menjalani rawat inap di Rumah Sakit Sitanala. Analisis data dilakukan menggunakan pendekatan PLS-SEM untuk menguji validitas dan reliabilitas instrumen, serta untuk mengevaluasi hubungan antarvariabel. Hasil menunjukkan bahwa sikap terhadap perilaku, norma subjektif, dan persepsi kontrol perilaku secara signifikan berpengaruh positif terhadap niat berpartisipasi, dengan persepsi kontrol perilaku memiliki pengaruh paling kuat. Selain itu, pengalaman pasien terbukti secara signifikan memoderasi hubungan antara persepsi kontrol perilaku dan niat pasien. Temuan ini memberikan implikasi penting bagi penyedia layanan kesehatan dalam merancang strategi untuk meningkatkan partisipasi pasien pada program pasca perawatan.
Co-Authors Euis Rahayuningsih Neni Nuraeni, Neni Nisa, Siti Khoirun Sarfilianty Anggiani Totok Sugiharto, Totok