THE MEDIATION EFFECT OF ELECTRONIC WORD OF MOUTH-BASED IMAGE AND SERVICE QUALITY ON VISIT INTENTION

Adjie Muhajir (Universitas Widya Gama Malang)
Adya Hemawati (Universitas Widya Gama Malang)
Septo Pawelas Asro (Universitas Widya Gama Malang)

MANAJEMEN DEWANTARA
Vol 10 No 2 (2026): MANAJEMEN DEWANTARA

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.