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All Journal MANAJEMEN DEWANTARA
Adya Hemawati
Universitas Widya Gama Malang
Economics, Econometrics & Finance

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THE MEDIATION EFFECT OF ELECTRONIC WORD OF MOUTH-BASED IMAGE AND SERVICE QUALITY ON VISIT INTENTION Adjie Muhajir; Adya Hemawati; Septo Pawelas Asro
MANAJEMEN DEWANTARA Vol 10 No 2 (2026): MANAJEMEN DEWANTARA
Publisher : Universitas Sarjanawiyata Tamansiswa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30738/md.v10i2.22039

Abstract

Objectives: To examine the effects of e-WOM and service quality on patients’ visit intention, mediated by hospital image. Methods: Quantitative research involving 100 patients at Soelastri Dental and Oral Hospital, analyzed using PLS-SEM. Research Gap/Novelty: Examines hospital image as a mediating mechanism linking digital reputation and service quality to visit intention. Results: E-WOM, service quality, and hospital image positively and significantly influenced visit intention. Hospital image significantly mediated both relationships. Conclusion: Integrating digital reputation management and service quality strengthens hospital image and patients’ visit intention.
Co-Authors Adjie Muhajir Septo Pawelas Asro