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All Journal Journal of Humanities and Social Studies Journal of Science Innovare
Hidayat, Adjra Safira
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Factors Affecting the Intention of Inpatient Revisit Mediated by Patient Trust Hidayat, Adjra Safira; Handoyo, Sarwo Edy
JHSS (JOURNAL OF HUMANITIES AND SOCIAL STUDIES) Vol 9, No 2 (2025): Journal of Humanities and Social Studies
Publisher : UNIVERSITAS PAKUAN

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33751/jhss.v9i2.12086

Abstract

This study aims to examine the influence of health service quality and patient satisfaction on revisit intention, with patient trust as a mediating variable, among hospitalized patients at Ciawi Regional Hospital. A quantitative method with a causal-comparative design was employed, and primary data were collected through questionnaires distributed to 108 inpatients. Data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS version 4.0. The measurement model evaluation indicated that all indicators fulfilled validity and reliability requirements, including convergent and discriminant validity assessed through Fornell-Larcker criteria, cross-loadings, and HTMT ratio. In the structural model analysis, the model demonstrated strong explanatory power, with an R-square value of 74.4% for revisit intention and 40.7% for patient trust, and showed predictive relevance with a Q-square value of 0.668. Hypothesis testing revealed that both health service quality and patient satisfaction had positive and significant effects on revisit intention and patient trust. Furthermore, patient trust was found to have a positive and significant influence on revisit intention. Mediation analysis confirmed that patient trust significantly mediated the relationship between health service quality and patient satisfaction on revisit intention. These findings support the applicability of the Theory of Planned Behavior in healthcare services and highlight the critical role of patient trust in bridging service quality and satisfaction to promote revisit intention. The study offers practical recommendations for Ciawi Regional Hospital to enhance service quality and build patient trust as strategies to increase patient loyalty and revisit frequency.
Exploring Patient Trust as a Mediator in Factors Influencing Inpatient Revisit Intention Hidayat, Adjra Safira
Journal of Science Innovare Vol 7, No 2 (2024): Journal of Science Innovare, Volume 07 Number 02 2024
Publisher : Universitas Pakuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33751/jsi.v7i2.12811

Abstract

This research investigates the impact of healthcare service quality and patient satisfaction on the intention to revisit, with patient trust serving as a mediating factor, among inpatients at Ciawi Regional Hospital. Employing a quantitative approach with a causal-comparative design, primary data were obtained from 108 hospitalized respondents through questionnaires. The analysis utilized Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS version 4.0. Results from the measurement model confirmed that all indicators met the validity and reliability standards, covering convergent and discriminant validity using the Fornell-Larcker criterion, cross-loadings, and the HTMT ratio. Structural model testing revealed strong explanatory capacity, with R-square values of 74.4% for revisit intention and 40.7% for patient trust, alongside predictive relevance indicated by a Q-square value of 0.668. Hypothesis testing showed that both healthcare service quality and patient satisfaction exert significant positive effects on revisit intention and patient trust. Additionally, patient trust itself demonstrated a significant and positive impact on revisit intention. Mediation analysis further established that patient trust significantly mediates the relationship between healthcare service quality, patient satisfaction, and revisit intention. These results reinforce the relevance of the Theory of Planned Behavior within healthcare contexts and emphasize the pivotal role of patient trust in linking service quality and satisfaction to foster revisit intention. Practical implications suggest that Ciawi Regional Hospital should prioritize strengthening service quality and cultivating patient trust as strategies to enhance loyalty and encourage repeat visits.
Co-Authors Sarwo Edy Handoyo, Sarwo Edy