The analysis of patients’ revisits intention factors in sub-urban hospital

International Journal of Research In Business and Social Science Pub Date : 2021-06-15 DOI:10.20525/IJRBS.V10I4.1232

Y. Yuniarti, Anas Hidayat

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引用次数: 1

Abstract

Revisit intention is a very important topic in a marketing context. However, previous literature is still rarely linked together with trust, satisfaction and two types of service, namely medical and non-medical with the hospital as the subject. Hospitals have the task of providing complete individual health services. This study aims to analyze the relationship between the quality of medical services and the quality of non-medical services on satisfaction, trust and revisit intention on the sub-urban hospitals. This research is a quantitative study using primary data from distributing questionnaires to 250 patients of the sub-urban hospitals. The data in this study were analyzed using the SEM (Structural Equation Model) method with AMOS 24 software. The results of this study indicate that the quality of medical services and the quality of non-medical services have a positive and significant effect on satisfaction. Meanwhile, patient satisfaction has a positive and significant effect on trust and revisit intention. However, trust was found to have a positive but insignificant effect on revisit intention. This research recommends several implications to the management of sub-urban hospitals. The managers of the sub-urban hospital are advised to pay more attention to and emphasize medical services, non-medical services, and patient satisfaction because it has been empirically proven to increase Revisit Intention

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城郊医院患者复诊意向因素分析

在市场营销中，回访意向是一个非常重要的话题。然而，以往的文献仍然很少将信任、满意度和以医院为主体的医疗和非医疗两种服务联系在一起。医院的任务是提供完整的个人保健服务。本研究旨在分析郊区医院医疗服务质量与非医疗服务质量在满意度、信任和重访意愿上的关系。本研究是一种定量研究，使用的原始数据是对250名郊区医院的患者进行问卷调查。本研究数据采用结构方程模型(SEM)方法，利用AMOS 24软件进行分析。本研究结果显示，医疗服务品质与非医疗服务品质对满意度有显著正向影响。同时，患者满意度对信任和复诊意愿有显著正向影响。然而，信任对重访意愿有正向但不显著的影响。本研究对城郊医院管理提出几点启示。建议城郊医院管理者更加重视医疗服务、非医疗服务和患者满意度，因为经验证明这三个方面会增加重访意愿

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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International Journal of Research In Business and Social Science

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