INVEST : Jurnal Inovasi Bisnis dan Akuntansi
Vol. 7 No. 2 (2026): INVEST : Jurnal Inovasi Bisnis dan Akuntansi

The Role of Customer Perceived Value, Trust and E-Wom of Dental Tourism Satisfactionin Bali, Indonesia

I Dewa Ayu Ika Putri Widayanti (Universitas Pendidikan Nasional)
Nilna Muna (Universitas Pendidikan Nasional)



Article Info

Publish Date
22 Sep 2026

Abstract

Dental tourism is growing rapidly globally, placing Bali as a prime destination. Service success is determined not only by clinical quality, but also by perceived value ( CV ), trust , and digital communication through electronic word of mouth (e-WOM). This study aims to analyze the effect of CPV on dental tourism patient satisfaction in Bali and examine the role of trust and e-WOM as mediating variables. The conceptual framework uses Service-Dominant Logic (SD Logic) , which emphasizes that service value is co-created through interactions between patients, service providers, and the digital ecosystem. The study was conducted at dental clinics in South Badung and Denpasar using a quantitative approach using Structural Equation Modeling (SEM) to test direct and mediating relationships between variables. Theoretically, this study enriches the healthcare marketing literature by highlighting the role of CPV, trust, and e-WOM in shaping patient satisfaction across countries. Practically, the research findings are expected to provide strategic insights for dental clinics in Bali in enhancing competitiveness through digital reputation, trust-building, and holistic patient experience management.

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Journal Info

Abbrev

invest

Publisher

Subject

Economics, Econometrics & Finance

Description

INVEST : Jurnal Inovasi Bisnis dan Akuntansi is published by Lembaga Riset dan Inovasi Al-Matani as an information and communication media for practitioners, researchers and academics who are interested in the field of Business Management and Accounting Studies. First publish in September 2020. The ...