The Influence of Service Quality and Hospital Image on Revisit Intention Through Word of Mouth on Inpatient Services at the Ibnu Sina Regional General Hospital in Gresik District

Abstract

This study aims to analyze service quality and hospital image affect revisit intention through word of mouth at ibnu sina Gresik hospital. This research uses quantitative methods with 180 respondents consisting of patients and employees who work at ibnu sina Gresik hospital. The results of this study indicate that there is an effect of service quality on revisit intention through word of mouth, and there is also an effect of hospital image on revisit intention through word of mouth at ibnu sina Gresik hospital. This research is expected to be used as material for hospital evaluation in order to improve service quality to patients.