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All Journal Jurnal Ekonomi Manajemen Sistem Informasi Dinasti International Journal of Education Management and Social Science
Innocentius Bernarto
Universitas Pelita Harapan, Tangerang, Indonesia
Economics, Econometrics & Finance Education

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Price Fairness, Waiting Time, And Patient-Doctor Communication In Influencing Patient Satisfaction And Revisit Intention At Xyz Primary Clinic, Bandung City: SEM-PLS And IPMA Putu Ratih Wijayanthi; Innocentius Bernarto
Dinasti International Journal of Education Management And Social Science Vol. 6 No. 6 (2025): Dinasti International Journal of Education Management and Social Science (Augus
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijemss.v6i6.4867

Abstract

 In the past two years, the flow of general patients at XYZ Primary Clinic located in Bandung City has decreased. This happened without any modification to the service protocol. The purpose of this study was to determine how price fairness, waiting time, doctor-patient interaction, and patient satisfaction affect intention to return and overall satisfaction with the clinic. These three service-defining non-medical factors are considered to be very important for measuring service quality. SEM-PLS and IPMA were used for this study in quantitative form. A validated questionnaire was administered to 177 patients of XYZ Primary Clinic in Bandung City, which resulted in data collection. Based on the analysis, it was found that price fairness and doctor-patient communication significantly increased satisfaction; however, waiting time had a negative impact on satisfaction. In addition, patient satisfaction increases the intention to revisit the clinic. Furthermore, the results show that satisfaction can strengthen the influence of these three independent variables on return intentions. Through the use of IPMA, findings revealed that doctor-patient communication performed below expectations, yet was the most influential, making this aspect a focal point for improvement. This analysis highlights the need to improve communication among medical staff, sharpen operational service workflows, and make pricing transparent to encourage greater patient loyalty. The conclusions drawn from this analysis can strategically guide clinic administrators on policy decisions aimed at improving service quality from a patient perspective.
The Influence of People, Process, and Physical Evidence on Word of Mouth Through Customer Satisfaction at Hotel Lafayette Yogyakarta Teresa Avilla Kasigit; Innocentius Bernarto
Jurnal Ekonomi Manajemen Sistem Informasi Vol. 6 No. 5 (2025): Jurnal Ekonomi Manajemen Sistem Informasi (Mei - Juni 2025)
Publisher : Dinasti Review

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jemsi.v6i5.5330

Abstract

The hospitality industry has shown significant recovery in the aftermath of the COVID-19 pandemic, accompanied by increasingly intense competition, particularly in cultural tourism destinations such as Yogyakarta. Hotel Lafayette Yogyakarta, a four-star hotel with a strong digital reputation, continues to face challenges in achieving its customer satisfaction targets. This study aims to analyze the influence of People, Process, and Physical Evidence on Word of Mouth (WoM), with Customer Satisfaction as a mediating variable. Using a quantitative approach, primary data were collected from 333 respondents who had stayed at Hotel Lafayette Yogyakarta within the last three months. Hypothesis testing was conducted using Structural Equation Modeling (SEM) with SmartPLS 4.1.2 software. The results show that all three elements People, Process, and Physical Evidence have a positive influence on both Customer Satisfaction and Word of Mouth, either directly or indirectly through Customer Satisfaction. Moreover, Customer Satisfaction itsel has a significant positive impact on Word of Mouth. These findings contribute theoretically to the service marketing literature, particularly in the hospitality industry context, and offer strategic recommendations for hotel management to improve customer satisfaction to drive Word of Mouth as a strategy for achieving competitive advantage.
Co-Authors Putu Ratih Wijayanthi Teresa Avilla Kasigit