THE INFLUENCE OF PERCEIVED HOSPITAL SERVICE QUALITY ON PATIENTS' HEALTH-RELATED QUALITY OF LIFE AND REVISIT INTENTION

Albertus Raditya Danendra (Master of Management Department, Universitas Tarumanagara, Jakarta, Indonesia)
Agustinus Purna Irawan (Master of Management Department, Universitas Tarumanagara, Jakarta, Indonesia)
Dwinita Laksmidewi (Faculty of Economics and Business, Universitas Katolik Indonesia Atma Jaya, Jakarta, Indonesia)
Erlang Samoedro (Directorate of Medical, Nursing, and Support Services, Persahabatan General Hospital, Jakarta, Indonesia)
Eryuniyanti Eryuniyanti (Directorate of Legal Affairs, Organization, and Public Relations, Persahabatan General Hospital, Jakarta, Indonesia.)

International Journal of Application on Economics and Business
Vol. 2 No. 1 (2024): February 2024

Improved hospital service quality is anticipated to enhance the Health-Related Quality of Life (HRQL) for patients with heart and internal medicine diseases. This cross-sectional study at Persahabatan General Hospital (RSUP Persahabatan) explores the influence of perceived hospital service quality on HRQL and revisit intentions among 120 cardiology and internal medicine outpatient clinic patients. Findings reveal no direct impact on HRQL and revisit intention, but a significant influence on patient satisfaction and trust. Patient satisfaction acts as a crucial mediator between service quality perception and HRQL and revisit intention, emphasizing the need for enhanced procedural ease and healthcare staff training at RSUP Persahabatan.